SUPP111746

The Senior EUD Technician plays a critical role in managing the lifecycle of IT hardware assets, ensuring customer satisfaction, and adhering to Service Level Agreements (SLAs). This position collaborates closely with the EUD Service Delivery Team Leader to oversee tasks related to device requests, repairs, resets, rebuilds, and disposals, while optimizing deliveries and dispatches. The Senior EUD Technician also assesses resource levels and suggests operational improvements to enhance efficiency and service delivery. They will act as a technical mentor for the team, especially when additional resources from the Digital Services team are needed. They will also need to coordinate with the EUD Service Delivery Team Leader to plan and oversee team activities. This includes managing device-related tasks such as requests for new equipment, repairs, replacements, and deliveries. The Senior EUD Technician will also ensure that team members are equipped with the necessary knowledge and skills, removing obstacles where possible to enhance productivity.,

• Team Coordination and Support: The Senior EUD Technician collaborates with the Service Delivery Team Leader to plan and manage device-related tasks such as requests, repairs, and replacements. They act as a point of escalation for technical issues within the team, providing coaching and support. This includes assisting with workload prioritization and supporting the development of Junior EUD Technicians, ensuring obstacles are removed to meet deadlines.
• Device Management and Technical Expertise: The Senior EUD Technician oversees the review of device requests, selects suitable equipment, and ensures an efficient configuration and deployment process. They are also responsible for diagnosing and repairing faulty devices, liaising with suppliers for replacements, and managing more complex hardware repairs, such as component failures.
• Asset and Inventory Management: The role includes ensuring accurate documentation, labelling, and tracking of devices in the asset management system (CMDB) during the provisioning and deployment process. They manage inventory, verify shipments, and resolve delivery issues, ensuring proper recording and compliance with IT asset lifecycle management, including secure disposal and data protection.
• Knowledge and Documentation Management: The Senior EUD Technician ensures that user guides and documentation are regularly updated, particularly when new device models are introduced. They also create self-help resources, identify incident trends, and support Problem Management-led activities related to hardware issues.
• Health and Safety Compliance: Ensuring cleanliness and safety in designated workspaces, as well as managing the proper disposal of waste materials (e.g., electronic waste and cardboard), is part of the role's responsibilities.
  
  Proven experience of strong interpersonal skills to effectively communicate with team members and stakeholders.
• Regular manual handling responsibilities, e.g. The role holder is expected to move, load and unload large quantities of equipment regular lifting of objects.
• Experience in effectively managing requests and incidents within ITSM toolsets, adhering to SLAs and KPIs.
• Experience in tracking and documenting devices in asset management systems, ensuring accuracy.
• Capability to serve as a point of technical escalation within the team, providing support and assistance to junior members as needed.
• Strong troubleshooting skills to diagnose and resolve hardware-related issues promptly.
• Understanding of lifecycle management processes, including disposal procedures, to maintain the integrity of the CMDB and ensure compliance with security policies
• Capability to develop and maintain user-friendly guides and documentation for common hardware issues and self-help procedures
• Ability to configure and prepare new hardware devices for deployment, ensuring proper documentation, labelling, and tracking.
• Ability to work independently and as part of a team.
• Have a valid Driver's License for Driving a university vehicle to carry out duties. (Not personal vehicle use to travel between work locations.)