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