EUC Tech Bar Engineer

TN United Kingdom; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

Join a forward-thinking company that is rapidly expanding its service line across various sectors. In this role, you will be pivotal in delivering exceptional customer service while honing your technical skills. You'll manage incidents, provide hands-on support, and contribute to continual service improvement initiatives. With a commitment to a healthy work-life balance and a collaborative team spirit, this position offers a unique opportunity to grow your career within an inclusive environment. If you are proactive, adaptable, and passionate about technology, this is the perfect opportunity for you.

Benefits

Flexible Work Options

Ongoing Learning Opportunities

Wellbeing Benefits

Diversity and Inclusion Initiatives

Qualifications

• Proven experience in delivering high levels of customer service.
• Ability to manage incidents and service requests efficiently.

Responsibilities

• Provide first-class support via Tech Bar locations.
• Manage incident and request queues for swift resolution.
• Ensure compliance with SLAs and KPIs.

Skills

Customer Service

Communication Skills

Technical Support

Incident Management

EUC Software Knowledge

Tools

ServiceNow

Windows 10/11

iOS Devices

Job description

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You will be joining this rapidly growing service line responsible for all EUC and Managed Service contracts to our customers across all sectors. We cover Service Operations, Service Desk, AMO, Cloud technology, and legacy ITO. We align with ITIL and are agnostic across our delivery capabilities concerning core IT, Cloud, Service Desk, EUC tools, and technologies.

We are passionate about delivery and live the NTT DATA values, promoting a healthy work/life balance and a great team spirit.

What you'll be doing:

The role requires you to work independently and as part of the team to deliver a successful and continuously improving service to our customer.

You will be responsible for:

Technical:

• Driving high levels of customer service and satisfaction.
• Providing first-class face-to-face support via Tech Bar locations.
• Managing Incidents and Service Requests using the Service Desk toolset, ensuring SLA and KPI compliance.
• Managing EUC stock levels and providing weekly reports to senior engineers.
• Providing remote and hands-on support for end-user computing software and devices at various locations.
• Ensuring excellent verbal and written communication at all times.
• Building, installing, troubleshooting, and repairing Windows 10/11 OS issues and iOS mobile devices.
• Performing meeting room services and daily checks.
• Assisting with new starters and leavers accounts.
• Maintaining up-to-date documentation continuously.

Administrative:

• Delivering services according to SLAs and KPIs.
• Managing incident and request queues in the ITSM tool for swift resolution.
• Liaising with onsite and offshore colleagues, CLIENT teams, and third parties to ensure quality service delivery.
• Managing resolutions through contracted third-party support.
• Developing comprehensive knowledge of all IT processes.
• Adhering to all legal and legislative IT requirements.
• Identifying activities suitable for first-line support, documenting, and handing over instructions to the Service Desk.
• Documenting daily activities and processes in a central repository and sharing with colleagues.
• Regularly updating the knowledge base with known issues and workarounds.
• Following NTT DATA and client policies, processes, and guidelines, including timesheet submission and security protocols.
• Maintaining records and documentation.
• Managing asset stock levels within the ITSM tool (ServiceNow).

Customer/User:

• Providing first-class customer service via the onsite Tech Bar.
• Handling and communicating with users from initial contact to resolution notification.
• Contributing to Continual Service Improvement initiatives.
• Understanding contractual scope, roles, and responsibilities, and executing activities efficiently.
• Participating in cross-training and project meetings, providing operational input.
• Reporting operational risks or issues early to management.
• Traveling to other sites as required.

What experience you'll bring:

You will be responsible for delivering excellent customer service while developing your technical skills to resolve issues efficiently. You should be proactive, able to identify improvements or potential problems, and adaptable to new technologies within the EUC estate. Strong communication and attention to detail are essential, along with a desire to progress your career with NTT DATA.

Who we are:

We are a global business empowering local teams, engaged in exciting work that changes the world. Our portfolio spans consulting, applications, business process, cloud, and infrastructure services, enabling you to work on innovative projects with talented colleagues and clients.

Our inclusive environment fosters respect, accountability, and continuous learning, promoting diversity, innovation, and competitiveness. We support various Inclusion Networks such as Women’s Business Network, Cultural and Ethnicity Network, LGBTQ+ & Allies Network, Neurodiversity Network, and Parent Network.

What we'll offer you:

We provide benefits supporting your wellbeing, ongoing learning, and flexible work options. More information about NTT DATA UK & Ireland is available at https://uk.nttdata.com/.

We are an equal opportunities employer and a Disability Confident Committed Employer, committed to diversity and inclusion. We guarantee interviews for applicants declaring a disability during the application process and who meet role requirements. Please inform us of any reasonable adjustments needed during recruitment.

Join us in building a diverse, empowered team.