EUC Engineer

Role Purpose

Providing business-as-usual (BAU) IT support across multiple client sites.

Key Responsibilities

• Follow established protocols to identify, register, and categorise incidents
  
• Prioritise and categorise incidents based on severity and impact
  
• Gather incident details for swift resolution and assign to the appropriate support teams
  
• Ensure accurate data collection and trend analysis
  
• Facilitate collaboration between teams for efficient incident resolution
  
• Monitor incident status, provide updates, and generate reports for continual improvement
  
• Maintain detailed documentation and contribute to internal knowledge bases
  
• Conduct post-incident analysis and support implementation of corrective actions
  
• Perform installations, moves, and additions of IT equipment at customer sites
  
• Contribute to activities of all on-site teams as required
  
• Analyse IT tickets and prioritise according to business impact
  
• Follow asset management policies and procedures
  
• Meet or exceed SLA commitments
  
• Proactively identify and progress service improvements
  
• Work with on-site management to enhance service delivery
  

Skills and Experience

• Incident and request ownership and management
  
• Second-line support for software and hardware fault resolution
  
• Installation, moves, and addition services for IT equipment
  
• Contribution to broader on-site team operations
  
• Analysis and prioritisation of IT service tickets
  
• Familiarity with local asset management processes
  
• Consistent SLA performance
  
• Proactive in service improvements
  
• Collaborative approach with on-site management