Monitor all calls within the required workload and ensure Service Level Agreements are met and highlight any possible delays to the Telecoms Manager. Produce reports and statistics from the Call Logging System, if required. Ensure data quality of IM&T Service Desk. Ensure all Incident / Service Request journals and resolution details are recorded effectively with an accurate account of events, and in a timely manner in-line with Service Level Agreements.
To be the technical contact for suppliers responding to calls and to ensure that supplier response times are met. If deadline is missed then invoke the correct escalation procedure. Participate in hardware and software developments, networking upgrades and changes and ongoing projects within the IT Services Department. Excellent communication and team working skills with colleagues is essential.
Also be able to work on own initiative as necessary. Communicate effectively, building good working relationships with users, departmental managers and external suppliers. To ensure any calls which cannot be resolved immediately, are escalated to the Telecoms Manager. To ensure any calls not directly resolved by the Telecoms Team are escalated to the relevant IM&T Department staff, Trust business division or external supplier, within timescales identified by the Service Charter / Trust business division.