EUD Support Engineer

Salary: £43,000 - 83,000 per year

Requirements:

• Previous experience working in ICT operational delivery.
• Proven experience supporting Windows 10, smartphones, laptops and desktop computers.
• Proven experience resolving ICT incidents, service requests and problems.
• Experience identifying and delivering service improvements.
• A strong customer-service ethos and commitment to delivering an excellent user experience.
• Proven experience creating technical procedures, user guidance and knowledge-base documentation.
• Strong troubleshooting, diagnostic and problem-solving skills.
• Ability to travel to different organisational locations and undertake assignments in a timely manner.
• Good written and verbal communication skills.
• ITIL V3 Foundation or ITIL V4 equivalent qualification.
• Experience using ServiceNow or a similar IT Service Management platform.
• Ability to work flexibly according to business and service requirements.
• Willingness to work occasional unsocial hours where required.
• Ability to work independently and safely when undertaking assignments at different locations.
• Full UK driving licence due to the requirement to travel between locations and work flexible hours where public transport may not be available or suitable.

Responsibilities:

• Provide an excellent customer experience to end users, delivering support in line with business impact and priorities to minimise disruption to services.
• Troubleshoot and resolve EUD incidents, service requests and problems within agreed Service Level Agreements.
• Identify patterns and trends across EUD services and proactively raise recurring issues as problems where appropriate.
• Ensure the EUD Senior Engineer is kept informed of any required changes to technical documentation, procedures and knowledge articles.
• Support the delivery of scheduled moves, projects, events and technology deployments, providing a proactive and customer-focused service.
• Deliver EUD services in accordance with agreed Key Performance Indicators, User Experience Agreements and Service Level Agreements.
• Follow established ICT processes, procedures and governance requirements, with a strong focus on effective asset management.
• Identify opportunities for service improvement and make recommendations to the EUD Senior Engineer.
• Provide technical guidance and advice to users and colleagues where required.
• Share technical knowledge and best practice with colleagues across the wider ICT function.
• Support the development and performance of technical resources where required.
• Work collaboratively with internal teams and third-party suppliers to resolve technical issues and deliver effective technology services.
• Provide support across multiple locations and undertake occasional off-site assignments where required.
• Maintain a professional, positive and customer-focused approach when dealing with users and stakeholders.
• Ensure all work is completed within agreed timescales and in accordance with organisational policies, procedures and service standards.
• Act as a subject matter expert for EUD-related technologies and services.
• Diagnose and resolve hardware, software and connectivity issues.
• Contribute to knowledge management and the creation and maintenance of technical documentation.
• Maintain accurate records of incidents, requests, problems and assets.
• Follow IT service management processes and organisational governance requirements.
• Support the implementation of technical changes, projects and service improvements.

Technologies:

• Hardware
• ICT
• Support
• ITIL
• ServiceNow
• Windows
• Incident Management
• Mobile

More:

The End User Device (EUD) Support Engineer role is responsible for delivering a high-quality customer experience through effective and timely support of end-user technology services. We work closely with internal ICT teams, business stakeholders, third-party suppliers and end users to ensure the effective delivery of EUD services across multiple locations. The role reports directly to the EUD Operations Lead and works with Business Partners, Infrastructure Services, Project and Programme Managers, Business users, ICT Service Desk, Facilities teams, third-party suppliers and wider ICT teams. We offer a collaborative environment where the post holder supports service delivery, knowledge sharing, process improvement and project work across the organisation.

last updated 39 week of 2026