Technical Support Engineer - EUC

To provide remote deskside technical support and advisory service of EUC devices, including resolving and enabling the resolution of incidents, problems, requests, events, executing changes, support the development of new solutions or enhancements, configuration testing, implementing new solutions and associated software.

Key Responsibilities: 

• Act as 2nd Line support for all EUC technical incidents through to resolution.
• Analyse Service Desk calls for EUC Devices and incident data to identify and advise on any potential user training requirement.
• Proactive in providing resolution to common incidents to reduce call volumes
• Resolve requests, incidents, problems and major incidents assigned to the Service Delivery team within contractual service level agreements.
• Ensure all SLA targets are met and work to deliver against established and agreed KPIs for issue resolution and fault finding.