Job Details
The role of End User Device (EUD) Senior Engineer is to ensure the quality of the service provided is of a high standard providing the customer with an excellent experience and delivering within the agreed Service Level Agreements. To support the team with the troubleshooting and resolution of incidents, requests and problems ensuring all training and knowledge documentation is kept up to date.
Key Responsibilities:
1. Provide an excellent customer experience to the forces user base, providing the support in line
with business impact to reduce the impact of any service disruption to the forces.
2. Troubleshoot and resolve EUD incidents, requests and problems within the agreed Service Level
Agreement’s, Identifying any patterns and trends within the EUD services taking proactive
measures to raise as problems.
3. Ensure all EUD procedure documentation and knowledge base articles are regularly reviewed
and updated in line with any changes, providing regular refresh or new training to the engineers and
analysts.
4. Support the EUD Tech Senior Engineers on the delivery of the build to assist with testing, feeding
in any new customer requirements.
5. Work with the EUD Operations Lead to ensure the resourcing is in place for day to day, projects,
events, moves and events.
6. Follow the processes and procedures which are put in place with a strong focus on asset
management governance.
7. Act as an escalation for engineers and analysts assisting where they need advice and help with
incidents, requests and problems.
8. Deliver services to the agreed Key Performance Indicators, User Experience Agreements,
Service Level Agreements and service improvements.
Umbrella Rate – £331.29
