Life on the team
We're looking for a UK-based Proactive Engineer to prevent and remediate end user experience issues through the End User Analytics Tools and other intelligence sources. Implementing tactical improvements through proactive incidents and problems as well as providing advice to the Digital Experience Manager (DEM) and other End User Experience stakeholders accordingly, always in the context of the end user, their experience of IT, and therefore productivity for the business.
What youll do
Driving Efficiency Identify opportunities for Automations & Remote Actions based on the customer environment
Liaise with central EUA CoE to implement and test Automations & Remote Actions which may be relevant for implementation on their customer
Work in conjunction with projects teams to drive better, data driven outcomes and adoption through specific dashboards and insight
Use analytics to drive quicker and more accurate RCA and resolution
Train and coach other service providing teams in the art of proactivity and the EUA tools
End User Experience Proactive incident resolution fully automated fixes (self-heal) & User enabled fixes (through self-help)
Carry out proactive investigations based on real time ticket data and service desk feedback
Work in a fix-forward and automation culture focused on the user experience, above the SLA
Monitor Performance dashboards and use data to investigate causes of experience degradation in near real-time
Quality Proactive Problem work with problem management to make best use of EUA data for root cause analysis and incident prevention
Use Comparative Analytics from EUEM CoE to drive improvements on the customer account
Seek root cause fix before automation, but always with a view to eradicate user issues via a process of avoid first or fix, and only then automate
Drive a culture of proactive end user experience through other engineering teams
Innovation/Value-Add/Use Case / Cost Saving Opportunities Use data to identify opportunities for additional customer value
Share opportunities with other Computacenter accounts via EUEM CoE for CC lessons learned / efficiency
What youll need
Technical background with experience working in a 2nd Line Support as a minimum
Experience / knowledge of Nexthink
Background in working with data
Experience in working with either Power BI or Excel
A can-do attitude
A good team player
Inquisitive mindset, someone not scared to speak up
Additional information Role will be working 5 days p/w in anyone of the following offices: Milton Keynes, Nottingham, Hatfield
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