EUC Deskside Engineer

NTT Data

  • Leicester
  • Permanent
  • Full-time
  • 22 days ago
The team you'll be working with:You will be joining this rapidly growing service line responsible for all EUC to the three major hospitals across Leicester (and other selected Alliance sites). We work alongside Service Operations and Service Desk, including infrastructure teams such as the Network and Datacentre teams. This role will help to support the demands of End User Compute / Modern Workplace demands for the client and will require an onsite working pattern. We align with the ITIL framework and are agnostic across our delivery capability in relation to core IT, Cloud, Service Desk, EUC tools and other supporting 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.What you'll be doing:This role is responsible for providing on-site desk-side operational support for our client in Leicester. The primary focus will be managing desktop devices (including thin client) and supporting mobile devices across multiple sites. Additionally, the role will involve handling incidents, problems, requests, and changes in accordance with ITIL best practices, ensuring that SLAs are consistently met.You will be responsible for:
  • Managing and resolving support tickets regarding deskside hardware, software, mobile devices, label printers and other workplace related issues or incidents (Hardware & Software)
  • Work with end-users and assist or provide training on usage of the IT systems
  • Prioritise and schedule work as required by the client / end-user
  • Guide users with simple, easy to understand information
  • Troubleshooting techniques to diagnose EUC issues
  • Provide remote support and troubleshooting
  • Analytical approach to find alternative pathways until you resolve an issue
  • Work efficiently and smart using the extended support teams
  • Record technical issues and solutions as knowledge articles
  • Help to create and improve technical documentation and manuals
  • Direct unresolved issues to the next level of support
  • Bespoke configuration of machines as and when required
  • Follow the disposal process to securely and safely remove old and legacy equipment
  • Timely and clear communications with end-users
  • Maintain and update the knowledge base and other tools regularly
  • Outline known issues and their workarounds, with a focus on common or recurring problems
  • Responsible to ensure accuracy of the data entered and held on the CMDB
  • Identify process improvements and submit via CSI process
  • Providing support to all sites across the Trust where business needs require
  • To participate in ‘bus route’ support visits to proactively engage the client
  • Provide proactive support across all sites, driven by service improvement initiatives
  • Strictly adhere to NTT DATA and MBP policies, processes and guidelines including timesheet submission, leave communication/logging, the Security Management Plan
  • Any other reasonable duties to help support the service
What experience you'll bring:You will have good working knowledge of Windows 10 / 11 and iOS devices and their supporting environments, Label Printers, M365 and Ticket Management. You will also be comfortable with hands on physical work within the wider office to support the extended team.You will have previous experience of working in a Service Desk / Desktop environment, used to working to agreed SLAs and have excellent customer skills including experience of looking after VIP’s.You will need to be able to support external customer sites outside of the 3 main Leicester hospitals (LRI, LGH, GH), so a driving license will also be essential.Be proficient at managing your work time, be able to resolve technical queries following logical analysis, work as part of a team, have a ‘can-do’ attitude and complete support calls / tasks by agreed deadlines.The successful candidate will need an understanding of ITIL methodology along with excellent administration and communication skills.You will be a customer champion within NTT DATA.Who we are:We’re a business with a global reach that empowers local teams, and we undertake hugely exciting work that is genuinely changing the world. Our advanced portfolio of consulting, applications, business process, cloud, and infrastructure services will allow you to achieve great things by working with brilliant colleagues, and clients, on exciting projects.Our inclusive work environment prioritises mutual respect, accountability, and continuous learning for all our people. This approach fosters collaboration, well-being, growth, and agility, leading to a more diverse, innovative, and competitive organisation. We are also proud to share that we have a range of Inclusion Networks such as: the Women’s Business Network, Cultural and Ethnicity Network, LGBTQ+ & Allies Network, Neurodiversity Network and the Parent Network.For more information on Diversity, Equity and Inclusion please click here:what we'll offer you:We offer a range of tailored benefits that support your physical, emotional, and financial wellbeing. Our Learning and Development team ensure that there are continuous growth and development opportunities for our people. We also offer the opportunity to have flexible work options.You can find more information about NTT DATA UK & Ireland here:We are an equal opportunities employer. We believe in the fair treatment of all our employees and commit to promoting equity and diversity in our employment practices. We are also a proud Disability Confident Committed Employer - we are committed to creating a diverse and inclusive workforce. We actively collaborate with individuals who have disabilities and long-term health conditions which have an effect on their ability to do normal daily activities, ensuring that barriers are eliminated when it comes to employment opportunities. In line with our commitment, we guarantee an interview to applicants who declare to us, during the application process, that they have a disability and meet the minimum requirements for the role. If you require any reasonable adjustments during the recruitment process, please let us know. Join us in building a truly diverse and empowered team.

NTT Data