Tech Bar and EUC Engineer

2 weeks ago

Birmingham, United Kingdom NTT DATA Full time

Job Description

The team you'll be working with:

You will be joining this rapidly growing service line responsible for all EUC and Managed Service contracts to all of our customers across all sectors. We cover Service Operations and service desk, AMO, Cloud technology and legacy ITO. We align with ITIL and are agnostic across our delivery capability in relation to core IT, Cloud, service desk, EUC tools and technologies.

We are passionate about delivery and live the NTT DATA values in parallel with a healthy work / life balance and a great team spirit

What you'll be doing:

Joining our Modern Workplace team, you will be responsible for providing first class customer service in alignment with developing your technical skills to fulfil as many first time fixes as possible for our clients. Being proactive in nature, you will look at highlighting to senior colleagues where improvements can be made and or potential issues and their related resolutions.

Utilising the experience you will receive though your day to day activities, you will look to show and develop your skills and adapt to emerging technologies used within the EUC estate.

As a people person, youll use core customer service skills and ability to communicate confidently to articulate issues and resolutions to all different layers of stakeholders within the clients you will be supporting.

Your attention to detail will maintain the high standards set around the documentation that is created and maintained by the team.

Wanting to progress your career will be a primary motivation for you which NTT DATA will work with you to achieve your aspirations.

What experience you'll bring:

Technical:

  • Desktop Client Services including but not limited to - desk-side support, mobile handsets, desktop hardware and software break/fix; installs, IMAC; technology refresh, storage management.
  • Desktop Application Services including but not limited to electronic software distribution, patch management, image management, application packaging, virtualisation.
  • Security including but not limited to antivirus, antimalware, antispyware, encryption, single sign on, complete Laptop, Desktop, and phone builds and setup prior to deployment to the user
  • Provide hands on support for AV and Conference facilities.
  • Software break/fix; installs and O365 administration

Administrative

  • Manage individual incident and request queues in the ITSM tool, to ensure speedy resolution.
  • Manage EUC Workplace requests and liaise with onsite and offshore NTT DATA colleagues, CLIENT teams, and 3rd parties in ensuring quality service delivery to CLIENT, and bring failing requests to the attention of the Desktop Team Leaders.
  • Management of resolution through third parties contracted to provide support for systems.
  • On an on-going basis, identify activities that can be performed by first line support document and hand-over detailed instructions to the NTT DATA Service Desk.
  • Ensure day-to-day activities and processes are documented and uploaded on a central repository (adopted by the service) and shared with other NTT DATA colleagues
  • Customer / User:
  • Manage the handling and communication between the Company user base and EUC process from initial point of contact through to notification of resolution
  • Contribute towards Continual Service Improvement by delivering the actions of the Continual Service Improvement Plan and contribute towards the development and revision of the plan managed by the NTT DATA Service Delivery Manager
  • Understand the applicable scope, roles and responsibilities detailed in the contract and carry out the outlined activities efficiently on a day to day basis

Who we are:

Were a business with a global reach that empowers local teams, and we undertake hugely exciting work that is genuinely changing the world. Our advanced portfolio of consulting, applications, business process, cloud, and infrastructure services will allow you to achieve great things by working with brilliant colleagues, and clients, on exciting projects.

Our inclusive work environment prioritises mutual respect, accountability, and continuous learning for all our people. This approach fosters collaboration, well-being, growth, and agility, leading to a more diverse, innovative, and competitive organisation. We are also proud to share that we have a range of Inclusion Networks such as: the Womens Business Network, Cultural and Ethnicity Network, LGBTQ+ & Allies Network, Neurodiversity Network and the Parent Network.

What we'll offer you:

We offer a range of tailored benefits that support your physical, emotional, and financial wellbeing. Our Learning and Development team ensure that there are continuous growth and development opportunities for our people. We also offer the opportunity to have flexible work options.

We are an equal opportunities employer. We believe in the fair treatment of all our employees and commit to promoting equity and diversity in our employment practices. We are also a Disability Confident Committed Employer - we want to see every candidate performing at their best throughout the job application and interview process, if you require any reasonable adjustments during the recruitment process, please let us know and we look forward to hearing from you

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