Location: UK - Milton Keynes, UK - Hatfield, UK - Nottingham | Job-ID: 212794 | Contract type: Standard | Business Unit: Information Technology
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 you’ll do
1. Driving Efficiency
o Identify opportunities for Automations & Remote Actions based on the customer environment
o Liaise with central EUA CoE to implement and test Automations & Remote Actions relevant for their customer
o Collaborate with project teams to drive data-driven outcomes and adoption through dashboards and insights
o Utilize analytics for quicker and accurate RCA and resolution
o Train and coach other service teams in proactivity and EUA tools
2. End User Experience
o Proactive incident resolution – automated fixes (self-heal) & user-enabled fixes (self-help)
o Conduct proactive investigations based on real-time ticket data and feedback
o Maintain a fix-forward culture focused on user experience, prioritizing above SLA
o Monitor performance dashboards and investigate causes of experience degradation in near real-time
3. Quality
o Collaborate with problem management to utilize EUA data for root cause analysis and incident prevention
o Use Comparative Analytics from EUEM CoE to improve the customer account
o Seek root cause fixes before automation, aiming to eradicate user issues through avoid-first or fix-first approaches
o Promote a culture of proactive end user experience across engineering teams
4. Innovation/Value-Add/Use Case / Cost Saving Opportunities
o Identify opportunities for additional customer value using data
o Share insights and opportunities via EUEM CoE for lessons learned and efficiency
What you’ll need
* Technical background with experience in 2nd Line Support at minimum
* Knowledge of Nexthink
* Experience working with data
* Proficiency in Power BI or Excel
* A can-do attitude
* Good team player
* Inquisitive mindset, not afraid to speak up
About us
Computacenter is a leading independent provider of IT infrastructure services, with about 20,000 employees worldwide. We work at the heart of digitization, advising organizations on IT strategy, implementing suitable technology, and managing our customers’ infrastructures.
We offer a friendly, open working environment that values teamwork and performance. Interested in joining a company with a strong community spirit?
We’re growing. We’re hiring. We encourage. We empower. We support.
#winningtogether #peoplematter
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