Able to work in different West Midlands (Gaydon, Wolverhampton, Whitley, CB) Sites in UK.
Able to work 24*5 at site, would also require working on Bank Holidays at sometimes
EUS onsite support (MonFri, 8am4pm UK) to assist with the app experience rollout
Support for Frontline workers for technical issues phased during application setup on Mobile device
App download and authentication as per Documentation shared by programme
Registration of device as MFA (Multi factor authentication) (Biometrics)
Resolution of authentication issues such as password resets, account unlocking and raise ticket where it needs to be looked after by another team (Security/Office 365)
Application and access issues related to My time based on documentation shared with EUS team by Programme
Troubleshoot and Raising of IT tickets if unable to resolve by existing EUS team.
Feedback queries and issues through hyper care queue for resolution and management
Provide support to wider programme team to update knowledge articles with common queries experienced and resolution
Manage, respond to and resolve all End User and related incidents and problems
Installation, configuration and management of End User Devices and Applications
Responding to and containing IT Security threats and major incidents related to End User Devices and Applications
Liaising with 3rd party Vendors like HP or Dell to resolve the issues
Reduction in repeat incidents through effective Problem Management (Root Cause Analysis)
You are also required to work with / assist projects team with technical issues in the initiation, planning and execution phases of different IT related projects to make sure that the projects are delivered in-time and as per expectations
Maintaining agreed SLA levels and assuring Quality of delivery at all times
TPBN1_UKTJ