Junior EUC Engineer Job at NTT DATA (London)

Job Description

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

Job Responsibility

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 (iOSAndroid)
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 on-going 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
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 assetstock 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

Requirements

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 (iOSAndroid)
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 on-going 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
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 assetstock 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 we offer

Range of tailored benefits that support your physical, emotional, and financial wellbeing
Learning and Development opportunities
Opportunity to have flexible work options

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Junior EUC Engineer

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