EUD Technical Specialist
4 days ago
Service Care Solutions - Social Work is seeking a highly skilled EUD Technical Specialist to join our team. As an EUD Technical 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.
- 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).
- 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.
- ITIL V3 Foundation or ITIL V4 equivalent.
- Experience with ServiceNow.
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