EUD Engineer

Overview

Our client is seeking a dedicated End User Device (EUD) Engineer to enhance the quality of service delivery within the public services sector.

This temporary position is crucial for ensuring that end users receive exceptional support and that service disruptions are minimised.

Key Responsibilities

• Deliver outstanding customer support to the user base, ensuring a high-quality experience that aligns with business impact and service level agreements (SLAs).
• Troubleshoot and resolve EUD incidents, requests, and problems within established SLAs, identifying trends and patterns to proactively address issues.
• Communicate necessary changes to documentation and knowledge articles to the EUD Senior Engineer.
• Assist in the coordination of moves, projects, events, and technology provisions, ensuring proactive service delivery.
• Meet agreed Key Performance Indicators (KPIs), User Experience Agreements, and SLAs.
• Adhere to established processes and procedures with a focus on asset management governance.
• Identify opportunities for service improvement and escalate to EUD Senior Engineers as necessary.

Qualifications and Skills

• Previous experience in ICT operational delivery (essential).
• Proven track record of supporting Windows 10, smartphones, laptops, and desktops (essential).
• Experience in resolving incidents, requests, and problems effectively (essential).
• Demonstrated ability to identify and implement service improvements (essential).
• Strong customer service ethos with excellent communication skills (essential).
• Experience in creating procedural and knowledge base documentation (essential).
• Strong troubleshooting and diagnostic capabilities (essential).
• Must possess a full UK driving licence and be willing to travel to various locations (essential).

Characteristics of the Role

• The EUD Engineer will report to the EUD Operations Lead and work closely with business partners, project managers, third-party suppliers, and other ICT teams.
• This role requires flexibility in working hours and may involve travel to different locations as collaborations expand.
• The successful candidate will engage positively with a variety of stakeholders and will act as a subject matter expert, providing guidance and support to team members.