To provide front line support on software and hardware queries • Develop and implement helpdesk procedures • Assist in dealing with helpdesk queries • Provide regular analyses to prevent re-occurrence • Carry out daily backup duties • Ensure that daily backups are successfully achieved • Deploy hardware for new users and/or replace older, failing hardware for existing users • Repair failed hardware wherever possible to redeploy on the business • Setup new accounts, ensuring compliance to externally and internally audited SOX requirements • Grant access to ERP systems, ensuring compliance to externally and internally audited SOX requirements • Ensure that when people have left the business their access is removed and hardware recovered • Complete monthly checks on starters and leavers in compliance with existing IT SOX requirements • Support mobiles through troubleshooting, procurement, upgrading and refurbishment • Assist the ICT department in the procurement of ICT equipment, software and consumables • Assist with the installation and administration of facilities when required • Assist with maintenance of internal phone systems • Demonstrate personal responsibility for all Safety, Health, Environment, Community, and Sustainability (SHECS) policies, procedures, and initiatives • Support diversity and inclusion, positive employee relations, and teamwork • Support measures designed to effectively manage costs and adherence to budgetary requirements • Support continuous improvement initiatives and quality requirements • Comply with all Company policies, procedures, and initiatives relevant to job

Inbound and outbound calls for NHS and various other clients, providing IT solutions to hardware, software and network issues, providing a high level of customer service, raising tickets/cases for each call, keeping databases up to date and completion of administrative work if required. Assigning complex issues to second line or other IT departments within the business, providing a call/incident log using online Salesforce system, following up tickets via email or VOIP calls, liaising with various departments to ensure faster resolutions to customers issues, checking progress and timescales for the IT fixes, checking for connectivity via CMD prompt workstation pinging, remote control of users workstations via either CISCO, TeamViewer, and N-Able. Ensure the customer has appropriate software updates, a secure WiFi connection for VPN, and correct security/firewall protection prior to raising the ticket/case higher to software or hardware support teams.

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working in a busy public house serving food and alcohol, handling cash and general cleaning duties as required

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