Technical Subject Matter Expert

6 months ago

Solihull, United Kingdom Serco Plc Full time

Solihull, Hybrid Working
Full time, Permanent
£50,000 per annum

Here at Serco, we are looking to a Technical SME to join our team and provide a senior level of technical support service to users and organizations for the EUC standard services.

End User Compute Team (EUC) is an enabling ITS service providing centrally managed desktops, laptops, tablets and mobile devices to UK&E, Corporate and Secure users. This is currently supporting nearly 12,000 users within the managed desktop service and 3,000 users within the managed handheld service. This role will support the continued migration of locally managed IT to the centralised service, support, and project delivery of the EUC range of services including Managed Print.

As Technical SME you will ensure service requests are appropriately executed, the live service environment is operating correctly and is being maintained correctly across the SIAM process model. You will also support incidents as required by providing insight and practical technical expertise.

You will serve as a consultant in your specialty areas that concern a variety of functional operations and provide technical assistance, advice and training related to ordering the EUC standard services, complex/expert use of the EUC standard services and if appropriate what variant would be best suited to meet the business need.

**Your Main responsibilities**: Manage, establish, and troubleshoot issues with using the EUC Standard Services, including detailing issues in service process/procedure and recommending improvements. Plan and schedule installation and configuration of the EUC Standard Services Installation Service Requests, as well as customer self-service methods and practices for troubleshooting, recovering, and improving the MDS Standard Service usage. Define and establish targets and timelines for the completion of work package requests, tasks, and activities as the technical support lead, drafting technical and/or administrative documentation as required to support contingency plans, risk assessments for delivery and Service Acceptance. Articulate and communicate to delivery partners the assignment, work package, problem to be solved, actionable events, milestones, and/or delivery issues under review, and deadlines and time frames for completion. Provide methods and procedures for coordinating customer support activities to receive, respond to, and resolve customer issues. Act as 3rd Line technical support, diagnosing and assigning tickets to the appropriate resolver group, partner or local technician and monitors the status until the incident has been satisfactorily resolved

**What you’ll need to do the role**:
Ideally you will already be working as a Technical SME with experience working to SLA’s to resolve incidents and requests from an ITIL service desk tools.
You will have Senior infrastructure experience with a strong understanding of Active Directory and group policy
Strong experience in working with a managed desktop environment and Windows 10 ever green environments
Strong experience in working with MDM toolsets such as Airwatch and Intune
Some experience of solution design

What we offer Up to 6% contributory pension scheme A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Thrive App, Simply Health Plans, Annual Leave Purchase Scheme and more Access to a huge range of discounts and exclusive deals such as Merlin Attractions, Mobile Phone discounts, Cinema discounts, Leisure, and Hospitality discounts Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities Up to 25 days annual leave plus bank holidays

About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

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