EUD Support Specialist

2 months ago

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

Service Care Solutions is seeking a highly skilled End User Device (EUD) Support Specialist to join our team. As an EUD Support Specialist, you will play a crucial role in ensuring that end-user device services meet high-quality standards, providing exceptional customer experiences and adhering to agreed Service Level Agreements (SLAs).

Key Responsibilities
  • Customer Experience: Deliver outstanding support to our 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 the region, 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.
Desirable Criteria
  • ITIL V3 Foundation or ITIL V4 equivalent.
  • Experience with ServiceNow.

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