Job Title: EUC Request/Incident Engineer

Location: Bristol

Salary: DOE

This is an excellent opportunity to join our client in a dynamic, multi-site support role, contributing to high-profile IT operations. Due to the nature of the work, candidates must be eligible for Security Clearance (SC), which typically requires five years' continuous residency in the UK and British citizenship.

Role Purpose

Providing BAU (Business as Usual) IT support services across multiple sites for our client.

Key Responsibilities

• Follow established protocols to identify, register, and categorise incidents

• Prioritise and categorise incidents based on severity and impact

• Gather detailed incident information to enable swift resolution and assign incidents to the appropriate support teams

• Ensure accurate data collection and support analysis for identifying trends

• Facilitate collaboration among teams to ensure efficient incident resolution

• Monitor incident status, provide regular updates, and generate reports to support continuous improvement

• Maintain thorough documentation and contribute to the development of knowledge bases

• Conduct post-incident analysis to prevent recurrence and implement corrective actions

Skills and Experience

• Ownership and management of incidents and service requests

• Second line support for software and hardware fault resolution

• Installation, moves, and additions (IMAC) services relating to IT equipment at customer sites

• Contribute to the wider activities of all on-site teams as required

• Analyse IT service tickets, prioritising effectively and in line with SLA

• Adhere to and support local asset management policies and procedures

• Consistently meet or exceed service level commitments

• Proactively identify areas for improvement and ensure these are captured and progressed

• Work closely with on-site management to enhance and evolve the service delivery