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Company Description

Telefónica Tech (part of the Telefónica Group) is a leading NextGen Tech solutions provider with a highly diversified team of over 6,000 exceptionally skilled employees and +60 nationalities.

We serve more than 5.5m customers every day in over 175 countries, with a global ecosystem of market-leading partners. Global strategic hubs: Spain, Brazil, the UK, Germany.

The Telefónica Tech UK&I hub has an end- to-end portfolio of market leading services and develops integrated technology solutions to accelerate digital transformation through: Cloud, Data & AI (Adatis), Enterprise Applications (Incremental), Workplace Services and Cyber Security & Networking.

Values: Open, Trusted and Bold

Trusted Partners:

· Microsoft: Top 3 Service Providers, Azure Expert Status, Fastrack & Inner Circle Partner

· HPE: Platinum Partner – FY23 UK&I Solution Provider of the Year

· Palo Alto & Crowdstrike: part of our NextDefense Cyber Security Portfolio

· Fortinet: Elite VIP Program – one of only 2 in the UK

· AWS: Advanced Solution & Managed Service Provider Program

Job Description

Assisting EUC Service Delivery Manager by managing, developing, inspiring, and motivating a team of EUC Engineers to provide premium customer service and high-quality support services.

Essential duties may include, but are not limited to, the following:

First line supervision of EUC Engineers.
Managing the support delivered to the CUH to ensure it meets requirements in line with EUC objectives.
Actively monitoring and feeding back to the Site Services manager around defined Team Objectives performance.
Managing the Incident and Request Fulfilment stack on the ITSM toolset – Service Now
Driving CMDB accuracy across the EUC Site Services Team
Building and maintaining a good working relationship with customers.
Providing the first EUC point of escalation for customers.
Supervising and mentoring the EUC engineers on a day-to-day basis, performing induction and identifying training requirements & at times, delivering training.
Ensuring that all relevant processes are documented, and that the knowledge is correctly distributed among the supporting engineers.
Managing resource planning daily
Operation management of the Deskside Service Engineers to ensure SLAs are met, call queues are managed and updated promptly and that customer communications are being correctly undertaken.
Working with other team leads to identify commonalities between customers to drive standardization where possible.
Working with internal departments to actively maintain CSIP for EUC service.
Monitoring and managing escalations from the desk side team to other teams with Telefonica Tech.
Assisting the Site Services Manager with on-going business initiatives to increase productivity, enhance customer/team awareness, improve systems and processes as well as other departmental objectives.
Operational supervision of the team - monitoring, measuring, and improving the operation of the team on a day-to-day basis, managing escalations/issues, and ensuring that customer expectations and SLAs are met.
Manage day to day resourcing considering sickness, holiday, emergency cover and project/other ad-hoc resource requests.
Reviewing documentation, process, and procedures to ensure they are correct and complete.
Identifying areas where standardization of process can be driven into all customers. 

Qualifications

Skills and Experience

Team Leadership experience a must.
Communication skills both written and oral – can deal with users and team members with varying skillsets and knowledge.
Ability to deal with sensitive customer issues.
Knowledge and experience on windows operating systems
Hardware Asset Management
Experience on EUC tools, remote support tools, MS Office, and Outlook.
Experience on peripheral devices support (printers, scanners etc.)
Knowledgeable in AD & Group Policy
Awareness of ITIL process of Incident, Change, Problem, Service Request, Asset Management, and related activities

Additional Information

All your information will be kept confidential according to EEO guidelines.

We don’t believe hiring is a tick box exercise, so if you feel that you don’t match the job description 100%, but would still be a great fit for role, please get in touch