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