EUD Support Engineer

The End User Device (EUD) Support Engineer is responsible for delivering a high-quality customer experience through effective and timely support of end-user technology services.

The role will provide technical support, troubleshooting and resolution for incidents, service requests and problems within agreed Service Level Agreements (SLAs). The post holder will identify recurring issues and service trends, take proactive measures to improve service performance, and contribute to the continual improvement of EUD service delivery.

The role will work closely with internal ICT teams, business stakeholders, third-party suppliers and end users to ensure the effective delivery of EUD services across multiple locations., * Provide an excellent customer experience to end users, delivering support in line with business impact and priorities to minimise disruption to services.

• Troubleshoot and resolve EUD incidents, service requests and problems within agreed Service Level Agreements.
• Identify patterns and trends across EUD services and proactively raise recurring issues as problems where appropriate.
• Ensure the EUD Senior Engineer is kept informed of any required changes to technical documentation, procedures and knowledge articles.
• Support the delivery of scheduled moves, projects, events and technology deployments, providing a proactive and customer-focused service.
• Deliver EUD services in accordance with agreed Key Performance Indicators (KPIs), User Experience Agreements (UEAs) and Service Level Agreements (SLAs).
• Follow established ICT processes, procedures and governance requirements, with a strong focus on effective asset management.
• Identify opportunities for service improvement and make recommendations to the EUD Senior Engineer.
• Provide technical guidance and advice to users and colleagues where required.
• Share technical knowledge and best practice with colleagues across the wider ICT function.
• Support the development and performance of technical resources where required.
• Work collaboratively with internal teams and third-party suppliers to resolve technical issues and deliver effective technology services.
• Provide support across multiple locations and undertake occasional off-site assignments where required.
• Maintain a professional, positive and customer-focused approach when dealing with users and stakeholders.
• Ensure all work is completed within agreed timescales and in accordance with organisational policies, procedures and service standards.

Reporting and Working Relationships

The role reports directly to the EUD Operations Lead and works closely with:

• Business Partners
• Infrastructure Services
• Project and Programme Managers
• Business users
• ICT Service Desk
• Facilities teams
• Third-party suppliers
• Wider ICT teams

The post holder will receive work in the form of specific objectives, work packages and standardised schedules and procedures.

The role will involve coordinating and supporting the delivery of EUD services across the organisation, working collaboratively with technical resources without direct line-management responsibility.

The post holder will be expected to build positive working relationships with a wide range of stakeholders across both business and ICT functions.

Technical and Professional Responsibilities

The post holder will:

• Act as a subject matter expert for EUD-related technologies and services.
• Provide technical guidance, advice and support to users and ICT colleagues.
• Diagnose and resolve hardware, software and connectivity issues.
• Contribute to knowledge management and the creation and maintenance of technical documentation.
• Identify opportunities to improve processes, procedures and service delivery.
• Maintain accurate records of incidents, requests, problems and assets.
• Follow IT service management processes and organisational governance requirements.
• Support the implementation of technical changes, projects and service improvements.

• Previous experience working in ICT operational delivery.
• Proven experience supporting Windows 10, smartphones, laptops and desktop computers.
• Proven experience resolving ICT incidents, service requests and problems.
• Experience identifying and delivering service improvements.
• A strong customer-service ethos and commitment to delivering an excellent user experience.
• Proven experience creating technical procedures, user guidance and knowledge-base documentation.
• Strong troubleshooting, diagnostic and problem-solving skills.
• Ability to travel to different organisational locations and undertake assignments in a timely manner.
• Good written and verbal communication skills.
• ITIL V3 Foundation or ITIL V4 equivalent qualification.

• Experience using ServiceNow or a similar IT Service Management platform. Additional Requirements

• Ability to work flexibly according to business and service requirements.
• Willingness to work occasional unsocial hours where required.
• Ability to work independently and safely when undertaking assignments at different locations.
• Full UK driving licence due to the requirement to travel between locations and work flexible hours where public transport may not be available or suitable.

Key Skills and Competencies

• End User Device Support
• ICT Operational Delivery
• Windows Desktop Support
• Smartphone and Mobile Device Support
• Hardware and Software Troubleshooting
• Incident Management
• Request Fulfilment
• Problem Management
• ITIL Service Management
• ServiceNow
• Asset Management
• Knowledge Management
• Technical Documentation
• Service Improvement
• Customer Service
• Stakeholder Management
• Project and Event Support
• Communication and Collaboration
• Diagnostic and Analytical Skills
• Time Management and Prioritisation
• Working Across Multiple Locations