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Job Title: End User Device (EUD) Engineer
Salary: Umbrella Rate: 250 per day
About the Role Service Care Solutions is assisting a police force with the recruitment for an End User Device (EUD) Engineer. The primary purpose of this role is to ensure that end-user device services meet high-quality standards, providing excellent customer experiences and adhering to agreed Service Level Agreements (SLAs). As an EUD Engineer, you will be crucial in maintaining service excellence, troubleshooting issues, and driving continuous improvement within ICT operations.
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.
Dimensions of the Role
- Reporting Line: Reports directly to the EUD Operations Lead and collaborates closely with Business Partners, Infrastructure Services, Project and Programme Managers, end users, third-party suppliers, the ICT service desk, and Facilities.
- Work Environment: The role involves working across multiple locations in Hampshire and may require off-site work with other forces as collaborations expand.
- Stakeholder Engagement: Engage positively with a range of stakeholders, sharing best practices and providing guidance as needed.
- Team Collaboration: Work within immediate and/or wider ICT teams to enhance performance and development.
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.
- Full UK driving licence.
Desirable Criteria
- ITIL V3 Foundation or ITIL V4 equivalent.
- Experience with ServiceNow.
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 (url removed).
