Junior EUC Engineer

Overview

You will be joining a 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, AMO, 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. We are passionate about delivery and live the NTT DATA values in parallel with a healthy work / life balance and a great team spirit.

What you'll be doing

The role expects you to work on your own and as part of the greater team to deliver a successful and always improving service to our customer. You will be responsible for:

• Technical

• Driving high levels of customer service and satisfaction.
• Provide first class face to face support via Tech Bar locations.
• Manage Incidents and Service Requests assigned via the Service Desk toolset, ensuring SLA and KPI compliance.
• Manage EUC stock levels and provide weekly reports to senior engineers.
• Provide remote and hands-on support for end user computing software and devices at different locations as and when required.
• Ensure excellent verbal and written communications are applied at all times.
• Build, install, troubleshoot and repair Windows 7/10 OS related issues and mobile devices (iOS/Android).
• Assisting with all new Starters and Leaver accounts.
• Ensure appropriate and up-to-date documentation is maintained at all times.

• Deliver to committed SLAs and KPIs for the service.
• Manage individual incident and request queues in the ITSM tool, to ensure speedy resolution.
• Manage EUC Workplace requests and liaise with onsite and offshore NTT DATA colleagues, CLIENT teams, and 3rd parties in ensuring quality service delivery to CLIENT, and bring failing requests to the attention of the Desktop Team Leaders.
• Management of resolution through third parties contracted to provide support for systems.
• Develop sound knowledge of all IT processes.
• Ensure that all legal and legislative requirements in relation to IT are adhered to and followed.
• On an ongoing basis, identify activities that can be performed by first line support – document and hand-over detailed instructions to the NTT DATA Service Desk.
• Ensure day-to-day activities and processes are documented and uploaded on a central repository (adopted by the service) and shared with other NTT DATA colleagues.
• Maintain and update the knowledge base and other tools on a regular basis – detailing known issues & their work-around detailing common/recurring issues & resolution steps.
• Strictly adhere to NTT DATA and Client policies, processes and guidelines – including timesheet submission, leave communication/logging, the Security Management Plan etc.
• Maintenance of records and documentation.
• Manage asset/stock levels within the ITSM tool (ServiceNow).

• Provide first class customer service via the onsite Tech Bar to all company users.
• Manage the handling and communication between the Company user base and EUC process from initial point of contact through to notification of resolution.
• Contribute towards Continual Service Improvement by delivering the actions of the Continual Service Improvement Plan and contribute towards the development and revision of the plan managed by the NTT DATA Service Delivery Manager.
• Understand the applicable scope, roles and responsibilities detailed in the contract and carry out the outlined activities efficiently on a day to day basis.
• Participate in cross-training sessions across NTT DATA supported services and develop skills to enable support of other services.
• Participate in project meetings and provide operational inputs and consultancy. Ensure operational requirements are delivered and formal hand-over is completed before projects go live.
• Highlight any operational risks, concerns or issues to the NTT DATA Service Delivery Manager or Team Lead as early as possible.
• Be able to travel to other local sites as and when required.

What experience you'll bring

Joining our Modern Workplace team, you will be responsible for providing first class customer service in alignment with developing your technical skills to fulfil as many first time fixes as possible for our clients. Being proactive in nature, you will look at highlighting to senior colleagues where improvements can be made and or potential issues and their related resolutions. Utilising the experience you will receive through your day to day activities, you will look to show and develop your skills and adapt to emerging technologies used within the EUC estate. As a people person, you’ll use core customer service skills and ability to communicate confidently to articulate issues and resolutions to all different layers of stakeholders within the clients you will be supporting. Your attention to detail will maintain the high standards set around the documentation that is created and maintained by the team. Wanting to progress your career will be a primary motivation for you which NTT DATA will work with you to achieve your aspirations.

Who we are

At NTT DATA, you have endless opportunities to think big, act bold and take ownership. As a $30+ billion business and technology services, AI and digital infrastructure leader, we co-innovate solutions with clients and partners globally for business and societal impact. Serving 75% of the Fortune Global 100, with experts in over 70 countries, we encourage experimentation and recognize great work. Proudly a Global Top Employer, NTT DATA is part of NTT Group, which invests over $3 billion annually in R&D. Make this the place where you belong, learn, and build your network. Make this the place where you grow.

What we'll offer you:

We offer a range of tailored benefits that support your physical, emotional, and financial wellbeing. Our Learning and Development team ensure that there are continuous growth and development opportunities for our people. We also offer the opportunity to have flexible work options.

We are an equal opportunities employer. We believe in the fair treatment of all our employees and commit to promoting equity and diversity in our employment practices. We are also a proud Disability Confident Committed Employer - we are committed to creating a diverse and inclusive workforce. We actively collaborate with individuals who have disabilities and long-term health conditions which have an effect on their ability to do normal daily activities, ensuring that barriers are eliminated when it comes to employment opportunities. In line with our commitment, we guarantee an interview to applicants who declare to us, during the application process, that they have a disability and meet the minimum requirements for the role. If you require any reasonable adjustments during the recruitment process, please let us know. Join us in building a truly diverse and empowered team.