EUD Support Specialist

1 week ago

Park Gate Hampshire, United Kingdom Service Care Solutions Full time
About the Role

Service Care Solutions is seeking an experienced EUD Engineer to join our team. As an EUD Engineer, you will play a crucial role in ensuring that end-user device services meet high-quality standards, providing excellent customer experiences, and adhering to agreed Service Level Agreements (SLAs).

Key Responsibilities
  • Customer Experience: Deliver exceptional support to the forces user base, aiming to minimize disruptions and ensure a seamless user experience.
  • Incident Resolution: Troubleshoot and resolve EUD incidents, requests, and problems within agreed SLAs. Identify and address patterns or trends proactively.
  • Documentation: Inform the EUD Senior Engineer about necessary updates to documentation and knowledge articles.
  • Project Support: Assist in scheduling and supporting moves, projects, events, and technical provisions, ensuring proactive service delivery.
  • Performance Metrics: Meet and exceed agreed Key Performance Indicators (KPIs), User Experience Agreements, and SLAs.
  • Process Adherence: Follow established processes and procedures with a strong focus on asset management governance.
  • Service Improvement: Identify service improvement opportunities and communicate these to the EUD Senior Engineers.
Requirements
  • Experience: Proven experience in ICT operational delivery, supporting Windows 10, smartphones, laptops, and desktops, and resolving incidents and problems.
  • Skills: Strong troubleshooting and diagnostic skills, and a commitment to excellent customer service. Ability to create and manage documentation.
  • Travel Requirements: Willingness to travel to various locations across Hampshire, with a full UK driving licence essential due to potential unsocial hours and limited public transport options.
  • Qualifications: ITIL V3 Foundation or ITIL V4 equivalent (desirable), experience with ServiceNow (desirable).
What We Offer

Service Care Solutions is committed to delivering high-quality support and services to our clients. If you are passionate about delivering exceptional customer experiences and thrive in a dynamic environment, we encourage you to apply.

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