EUC Support Engineer in Woking, Surrey

EUC Support Engineer
£200 a day Inside IR35
Woking 5 days a week
3 months

You will be joining this rapidly growing service line responsible for all EUC and Managed Service contracts to all of our customers across all sectors. We cover Service Operations and service desk, Cloud technology and legacy ITO. We align with ITIL and are agnostic across our delivery capability in relation to core IT, Cloud, service desk, EUC tools and technologies.

As well as taking on BAU EUC support activities, you will act as the operational day to day lead for the rest of the team. You will be responsible for providing first class customer service in alignment with technical skills, be proactive in nature and look to lead and drive operational improvements into the team reflecting an excellent service to the client.

Driving high levels of customer service and satisfaction.
Manage Incidents and Service Requests assigned via the Service Desk toolset, ensuring SLA and KPI compliance.
Ensure excellent verbal and written communications are applied at all times.
Ensure appropriate and up-to-date documentation is maintained at all times.

Act as an escalation point for the team.
As the lead, provide day to day support for the team.
Confirm processes are followed and improved as and when needed.
Provide feedback into the servicetechnical leads as and when required.
Lead customer service improvements via the team through to completion.
Provide agreed ad-hoc support for the client when agreed.
Make sure the team conform to the service models in place.

Client Specific:

Maintain operational documentation, to include runbooks and standard operating procedures.
Resident onsite support services covering:
Install, Move, Add/Change, De-Installation (IMACD) for typical end user computing activities.
Windows and MAC PC Installation, replacements and laptop provisioning within the site the engineer is based at. .
Hardware break-fix by the engineer for out of warranty devices, using available spares and engagement of with third party suppliers where available in-country.
Liaising with suppliers for any in warranty break-fix ticket. When a single part, or a whole unit swap is available to the Engineer, the ticket will be resolved by the Engineer
Asset management activities, ensuring an accurate records are held in the central management database and that assets are effectively tracked and reported.
Desk side software support - Providing remediation of application software, installation, removal, or configurations in-person, or using remote support tool.
Hand & eyes support for the offshore Workplace services team as part of incident resolution or vendor visits.
Tape handling, supporting with local back-up tape changes.
Print services support, in relation to assisting with vendor repairs, consumables provision, commission/decommission and local troubleshooting with user print failures.
Meeting and event support, preparing rooms with IT related equipment and troubleshooting functionality of devices.
Logging tickets for vendor support and escorting vendors on site.
IT stock management to maintain Customer owned replacement devices and parts in working order notifying the Customer of any devices that are needed to be added or scrapped as needed
Build and distribution of IT stock between sites and maintaining centralised records.
Assist with Non-Standard Service requests (NSSR) such as off one-off specialised software installations, or hardware configurations.
Hardware Supported:
Personal Computers and notebooks
Apple Macs
Printers at the local site
Tablets, thin client devices and smartphones
Touch panels
Mobile device configuration (Android and iOS)
Upgrading firmware and configuring handheld scanners at distribution locations
Software Support includes:

Operating Systems Windows and MAC OSX
Office Suites
Web browsers
Project Management Tools
Communication platform
All line of business applications
Remote Site Support includes:

Use remote support tools provided by client
Video and audio Microsoft Teams call support
Remote stock management
Shipping equipment between sites to satisfy runbook stock levels
Assisting unattended sites fulfil new starter and leaver requests for IT equipment

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.