EUC Incident/Request Engineer - Bristol

SCC; Bristol; On-site; GBP 32,000; Full time

Job summary

Join a leading IT company as an EUC Incident/Request Engineer, where you'll be part of a dynamic team dedicated to delivering exceptional service. This role involves managing incidents and requests, ensuring swift resolutions, and collaborating across teams to enhance service quality. With a strong focus on career development and a commitment to diversity and inclusion, this position offers a unique opportunity to grow within Europe's largest privately-owned IT business. Embrace a rewarding career that values innovation and teamwork while providing a comprehensive benefits package.

Benefits

Flexible benefits scheme

Paid volunteering days

Career development opportunities

Qualifications

• Experience in incident management and IT support.
• Ability to prioritize and categorize incidents effectively.

Responsibilities

• Identify, register, and categorize incidents following established protocols.
• Monitor incident status and provide updates for process improvement.

Skills

Incident and request ownership and management

Second Line support for software and hardware fault resolution

Installation, moves and addition services in relation to IT equipment

Analysis of IT tickets

Proactive search for improvements

Job description

About The Role

We are actively building diverse teams and welcome applications from everyone.

Role:EUC Incident/Request Engineer

Location:Bristol(on-site)

Contract Type: Permanent

Salary Package: £32,000plus large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year

Hours:Rota: 08.00-16.30 and 09.30 - 18.00 (hours may change, but contract cover is the same)

Interview Process:2-stage process

Why SCC?

• An inclusive workplace
• Excellent package: solid basic and company benefits
• Hybrid working & core hours in line with role requirements
• Career development and life-long learning opportunities
• Opportunity to join Europe's largest privately-owned IT Company

Role purpose:

Providing BAU work across multiple sites on the MBDA account.

Security clearance or willingness to apply will be required for this role.

Key responsibilities:

• Follows established protocols to identify, register, and categorise incidents
• Prioritises and categorises incidents based on severity and impact
• Gathers incident details for swift resolution and assigns incidents to the right support teams
• Ensures accurate data collection and analysis for trend identification
• Facilitates collaboration among different teams for efficient incident resolution
• Monitors incident status, provides updates, and generates reports for process improvement
• Maintains thorough documentation and contributes to knowledge bases
• Conducts post-incident analysis to prevent recurrence and implements corrective actions

Skills and experience:

• Incident and request ownership and management
• Second Line support for software and hardware fault resolution
  
• Installation, moves and addition services in relation to IT equipment on customer sites
  
• Contribute to activities of all onsite SCC teams as required
  
• Analysis of IT tickets, prioritising accordingly
  
• Follow local asset management policies and procedures
  
• Meet or exceed the SLA commitments
  
• Contribute to activities of all onsite SCC teams as required
• Proactive search for improvements & ensuring these are captured & progressed
• Work with onsite management to develop and improve the service being provided

About Us

SCC is Europe's largest privately-owned IT business, based out of the new £7m HQ office in Birmingham and we help clients succeed through IT transformation and exceptional customer experiences. We are a business where innovation is greater as we combine unique ideas, people and disciplines. We are a global company that is passionate about IT and where we look to simplify the complex.

We are an equal opportunities employer

SCC is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.

If you are selected for interview, and need any reasonable adjustments made for your interview, please let the SCC Talent Acquisition team know, at the point of scheduling.

Diversity & Inclusion at SCC -https://www.scc.com/diversity-and-inclusion/

Sustainability at SCC -https://www.scc.com/sustainability-at-scc/

Life at SCC - https://www.linkedin.com/company/scc/life