Job Description

Job Title: End User Device (EUD) Engineer
Salary: Umbrella Rate: 250 per day

• 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.

• 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.

• 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).

• 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.

• 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).