EUC Analyst

Our EUC team is responsible for issuing, replacing, and retrieving equipment from our colleagues, and serves as the first point of contact whenever issues arise at their site. They collaborate closely with the Asset Management team and 3rd Line Support. Additionally, the team provides support for projects, ensuring that all users have access to the help they need, when they need it. What you will be doing

• Provide support for internal staff, primarily handling MacBooks and some Windows laptops.
• Record and respond to incidents and service requests from the business, suppliers, and service teams within agreed operational and service levels.
• Take ownership of issues from initial report through to final resolution.
• Manage relationships with support teams and external suppliers, keeping stakeholders informed and overseeing the escalation process.
• Handle complaints efficiently and look for continuous improvements to customer satisfaction.
• Perform root cause analysis and proactively drive improvements to resolution processes.
• Coordinate support activities between internal and external support providers, ensuring excellent customer service for all hardware issues.
• Oversee the automated installation, maintenance, and distribution of software via JAMF console, along with managing client hardware installations (phones, desktops, laptops) and adherence to InfoSec policies for security compliance.

Who we are looking for

• Provide advanced MacOS and Apple hardware support (MacBook, iPhones, iPads) while delivering exceptional customer service as the first point of contact
• Work well in a team, build strong relationships quickly, and demonstrate a high degree of customer focus, empathy, and excellent communication skills
• Demonstrate the ability to work independently, manage priorities under pressure, and have a strong desire to learn and drive change
• Possess basic knowledge of ITIL processes, Microsoft OS support, and JamF, with scripting experience in PowerShell or Bash being a plus

What we offer Our roles offer more than just a job, you’ll become part of the Grand Parade family! We have created an environment where our people can thrive. Check out some fantastic benefits on offer:

• Financial: You’ll be compensated a competitive base salary and benefits
• Healthcare: We prioritise your health and well-being, offering fully paid private healthcare via Lux Med
• Life assurance: Safeguarding your financial future and offering peace of mind with a company-sponsored life assurance plan
• Wellbeing events: Including workshops, webinars; Psychological Helpline for you and your loved ones; access to psychological platforms such as Unmind
• Social activities: We love a chance to share knowledge and have fun, coordinating meetups, quality questions events and hackathons
• Free parking: You’ll have access to underground parking space for cars, motorcycles and bikes
• Other perks: Fully paid Multisport pass or MyBenefit cafeteria points, employee referral program, and an extra day off for your birthday. We also offer free English and Polish classes for our colleagues!

More about Grand Parade At Grand Parade, we make a huge investment in everyone, offering great career development opportunities. Our people are at the heart of everything we do. We offer a fast-paced environment where we have fun, celebrate success, and give you all the support you’ll need to be your best self. Now part of evoke, we are marking a new sense of purpose, direction and ambition for the business. With us, you’ll benefit from flexibility and a culture built on trust. We’ll give you the space to be yourself and the tools you need to protect our customers while they play. We’ll invest in your future to help you develop your unique strengths and build a career that’s right for you. Apply At Grand Parade, we prioritize diversity, equity, and inclusion for the benefit of our company, employees, and communities. We foster a welcoming and safe workplace that values all forms of diversity and provides opportunities for growth. Sound good? Then you belong at our place! The first step in the recruitment process is kickstarting your application, followed by an initial screening call and an interview stage. Apply today to kickstart your application with the Grand Parade Family!