Service Care Solutions Ltd
Location
Kidlington, Oxfordshire | United Kingdom
Job description
Are you an experienced EUD Engineer with a passion for providing excellent customer service? If so, we have a position for you!
Job Purpose:
The overall purpose of the role is to ensure the quality of the service provided is of a high standard, providing customers with an excellent experience and delivering within the agreed Service Level Agreements.
Key Accountability Areas:
- Provide excellent customer experience to the force's user base, supporting in line with business impact to reduce the impact of any service disruption.
- Troubleshoot and resolve EUD incidents, requests, and problems within the agreed Service Level Agreements, identifying patterns and trends within the EUD services.
- Support the schedule of moves, projects, events, and tech provides proactive service.
- Deliver services to the agreed Key Performance Indicators, User Experience Agreements, and Service Level Agreements.
- Follow the processes and procedures with a strong focus on asset management governance.
- Identify service improvements within the EUD service delivery.
- Act as a subject matter expert, providing guidance and advice to all staff where necessary.
Dimensions:
Reports directly to the EUD Operations Lead but works closely with various stakeholders including Business Partners, Infrastructure Services, Project and Programme Managers, Business and force end users, Third party suppliers, ICT service desk, and Facilities.
Characteristics of the Role:
- Expertise: Previous experience working in ICT operational delivery, supporting Windows 10, smartphones, laptops, and desktops, resolving incidents, requests, and problems, identifying and delivering service improvements, creating procedure and knowledge base documentation, troubleshooting, and diagnostics skills. Good communication skills and ITIL V3 Foundation or ITIL V4 equivalent are desirable.
If you meet these requirements, please send your CV and cover letter to [email protected]
We look forward to hearing from you!
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Job tags
Salary
