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EUD Device Specialist

2 months ago

Southampton, Southampton, United Kingdom Service Care Solutions - Social Work Full time
About the Role

Service Care Solutions is seeking an experienced EUD Device Specialist to join our team. As an EUD Device Specialist, 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.
Characteristics of the Role
  • 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).
Essential Criteria
  • Previous experience: In ICT operational delivery.
  • Proven support experience: With Windows 10, smartphones, laptops, and desktops.
  • Experience in resolving incidents: Requests, and problems.
  • Capability to identify and deliver service improvements: Strong customer service ethos.
  • Proven ability to create and manage documentation: Excellent communication skills.
  • Full UK driving licence: Essential.
Desirable Criteria
  • ITIL V3 Foundation or ITIL V4 equivalent: Desirable.
  • Experience with ServiceNow: Desirable.

If you are passionate about delivering high-quality support, thrive in a dynamic environment, and are committed to continuous improvement, we encourage you to apply. To apply, please submit your CV and a cover letter detailing your relevant experience and motivation for applying to Lewis Ashcroft at .