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6 Months
On site working in Southampton with potential travel across Hampshire
175 per day (Inside IR35)
My client, in the law enforcement industry are looking for an End User Device (EUD) Analyst to join their team on an initial 6 month basis, the purpose of this role is to ensure the quality of the service provided is of a high standard providing the customer with an excellent experience and delivering within the agreed Service Level Agreements.
***Please note - The selected candidate will need to be eligible for SC Clearance***
The selected candidate will have experience supporting Windows 10, Smartphones, Laptops and Desktops
Responsibilities on the role -
1. Provide an excellent customer experience to the forces user base, providing the support in line with business impact to reduce the impact of any service disruption to the forces.
2. Coordinate the on boarding of new starters to ensure the agreed experience level agreements are achieved.
3. Troubleshoot and resolve EUD incidents, requests and problems within the agreed Service Level Agreement's, Identifying any patterns and trends within the EUD services taking proactive measures to raise as problems.
4. Ensure the EUD Senior Engineer is aware of any changes required to documentation and knowledge articles.
5. Support the schedule of moves, projects and events
6. Follow the processes and procedures which are put in place with a strong focus on asset management governance.
7. Identify any service improvements within the EUD service delivery highlighting to EUD Senior Engineers.
8. Deliver services to the agreed Key Performance Indicators, User Experience Agreements and Service Level Agreements.
The selected candidate will have the below experience-
1. Excellent customer experience ethos. Essential
2. Ability to follow documented procedures and processes. Essential
3. Troubleshooting and diagnostics skills. Essential
4. Good communication skills. Essential
5. Must have capability to travel to different locations across both Forces and undertake all assignments in a timely manner. Due to the requirement to work flexibly, unsocial hours and personal safety for lone working; public transport may not be available or suitable at these times. For this reason a full UK driving licence is considered essential. Essential
6. Previous experience working in ICT operational delivery. Desireable
7. Previous experience of resolving incidents, requests and problems. Desireable
8. Proven experience of identifying and delivering service improvements. Desireable
9. ITIL V3 Foundation or ITIL V4 equivalent. Desireable
10. Experience using ServiceNow. Desireable
Disclaimer:
This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission. Where the role is marked as Outside IR35 in the advertisement this is subject to receipt of a final Status Determination Statement from the end Client and may be subject to change.
