EUC Deskside Engineer Job at NTT DATA (Leicester)

Job Description

The EUC Deskside Engineer will provide on-site operational support for deskside devices across multiple sites, ensuring high-level customer support and adherence to ITIL best practices. The role involves managing support tickets, troubleshooting hardware and software issues, and collaborating with other IT support teams.

Job Responsibility

Robust handling of End User Support Tickets, both Incidents and Requests
Organise your work queue and proactively resolve tickets using the Ivanti Neurons Service Desk software
Timely updates of support tickets with clear communication of the ticket status / resolution given
Troubleshooting and resolving hardware and software issues in line with MBP (Managed Business Partner) agreed processes and procedures
Provide end user support / training / advice on relevant hardware and software support
To be able to work with other IT support teams (including offshore teams), where relevant, to help resolve support tickets
Direct support tickets to other support teams where applicable
Update CI’s (assets) to keep the CMDB up to date when deploying / redeploying hardware
Document / Update and share any fixes in the Knowledge Base (Ivanti Neurons)
Suggest any work related improvements you identify to your Team Lead
Log support calls with 3rd Party Support such as HP for Desktop / Laptops repairs
Image and configure desktop and laptop devices ready for end user deployment
Able to help configure / support / troubleshoot Apple iOS devices such iPhones, iPods and iPads using the Intune platform
To carry out your duties in a professional and friendly manner
To work with Onshore and Offshore support teams
Providing support to all sites across the Trust where business needs require
Strictly adhere to NTT DATA and MBP policies, processes and guidelines including timesheet submission, leave communication/logging, the Security Management Plan

Requirements

Strong working knowledge of Windows 11
Strong working knowledge of PC Hardware
Strong working knowledge of iOS devices and supporting environments
Strong working knowledge of M365
Strong working knowledge of Support Ticket Management
Primary experience of working in a Desktop Support Environment
Confident with Support Ticket Management
Excellent customer skills with all levels of users (including VIP’s)
Capable of managing your own work time
Able to understand and resolve technical issues within your work scope
Work as part of a team
Have a ‘can-do’ attitude
Complete tasks by agreed deadlines
Appreciation of ITIL methodology
Excellent administration and communication skills

What we offer

Range of tailored benefits that support your physical, emotional, and financial wellbeing
Continuous growth and development opportunities
Flexible work options

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EUC Deskside Engineer

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