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Technical Subject Matter Expert
| Posting date: | 09 August 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £45000-55000 per annum |
| Hours: | Full time |
| Closing date: | 23 August 2024 |
| Location: | West Midlands, B91 3LT |
| Company: | Serco Limited |
| Job type: | Permanent |
| Job reference: | 295727-42745456 |
Summary
About SercoAt Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.
Technical SME
Hybrid – Solihull (2 days per week)
Full Time, Permanent
Band 5 / £45,000
- £55,000 per annum plus benefits
Here at Serco, we are seeking a Technical SME to join our End User Compute Team (EUC). This is a pivotal role which provides senior level technical support services to users and organisations for the EUC handheld standard services. As our Technical SME, you will ensure service requests are appropriately executed, the live service environment is operating correctly and is maintained correctly across the SIAM process model, and support Incidents as required by providing insights and practical technical expertise.
You will serve as a consultant in the mobile and tablet area that concerns a variety of functional operations and provide technical assistance, advice and training related to ordering the EUC handheld standard service, complex/expert use of the EUC handheld standard service and if appropriate what variant would be best suited to meet the business need.
End User Compute Team (EUC) is an enabling ITS service providing centrally managed desktops, laptops, tablets and mobile devices to UK&E, Corporate and Secure users. This is currently supporting nearly 12000 users within the managed desktop service and 3000 users within the managed handheld service. This role will help and support the role out of the new managed standard service for handheld devices to the UK&E business, expanding the user base to circa 6000 devices.
As part of this you’ll:
- Provide technical information and support on the evaluation, installation, acquisition, and use of the EUC handheld standard service.
- Work with Problem Management to document root cause and potential solutions to problems and recommend changes to system configurations to prevent reoccurrences.
- Evaluates usage patterns and recommends methods for improving the information on the Incident and problem resolution knowledge base.
- Manage, establish, and troubleshoot issues with using the EUC Handheld Standard Services, including detailing issues in service process/procedure and recommending improvements.
- Plan and schedule installation and configuration of the EUC Handheld Standard Services Installation Service Requests, as well as customer self-service methods and practices for troubleshooting, recovering, and improving the Handheld Standard Service usage.
- Implement new functions and facilitate migration to more modern platforms supporting the EUC Handheld Standard Service, test and implement new releases and provide team training on operating the upgraded service.
- Coach the Service Desk and Offshore Teams in the selection and application of appropriate incident/problem solving methods and techniques associated with the specific EUC Handheld Standard Service, providing advice on work methods, practices, and procedures, and assist the team in identifying the parameters of a viable solution.
- Identify, distribute, and action workload and tasks across operations teams and delivery partners in accordance with established Service Request workflows.
- Prepare reports and maintain records of work accomplishments and administrative information in support of Service Request completions.
What you’ll need to do the role:
- Minimum 3 years’ senior MDM infrastructure experience.
- Strong experience working with a managed mobile and tablet environment.
- Strong experience working with MDM toolsets such as Airwatch and Intune.
- Strong experience working with MDM provisioning tools such as Apple Business Manager, Knox and Android Enterprise Manager.
- Strong experience in Windows 10 ever green environments.
- Strong experience with ITIL based working practices.
- Knowledge of Active Directory, group policy and MDM configuration profiles.
- Knowledge of mobile application management.
- Knowledge of Windows Autopilot.
- Knowledge of CES+ accreditation process.
- Knowledge of solution rollout to end users.
- Knowledge of project implementation.
- Customer first approach to delivering IT solutions.
- Great problem-solving skills and a solution driven approach to challenges.
What we offer:
- 25 days annual leave plus bank holidays.
- Annual leave purchase scheme.
- Up to 6% contributory pension scheme
- Flexible working options.
- A Serco benefits portal offering a wide range of discounts for major high street brands in Retail, Leisure & Hospitality.
- A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Health Cash Plans, free flu jabs and more.
- A wealth of career development training to suit your future aspirations. These range from role specific training, leadership coaching, formal study and much more to support you to build your career with Serco.
- A safe and supportive culture.
- A company passionate about diversity and inclusion.
By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.
ApplyPlease click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.
At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.
At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.
Technical SME
Hybrid – Solihull (2 days per week)
Full Time, Permanent
Band 5 / £45,000
- £55,000 per annum plus benefits
Here at Serco, we are seeking a Technical SME to join our End User Compute Team (EUC). This is a pivotal role which provides senior level technical support services to users and organisations for the EUC handheld standard services. As our Technical SME, you will ensure service requests are appropriately executed, the live service environment is operating correctly and is maintained correctly across the SIAM process model, and support Incidents as required by providing insights and practical technical expertise.
You will serve as a consultant in the mobile and tablet area that concerns a variety of functional operations and provide technical assistance, advice and training related to ordering the EUC handheld standard service, complex/expert use of the EUC handheld standard service and if appropriate what variant would be best suited to meet the business need.
End User Compute Team (EUC) is an enabling ITS service providing centrally managed desktops, laptops, tablets and mobile devices to UK&E, Corporate and Secure users. This is currently supporting nearly 12000 users within the managed desktop service and 3000 users within the managed handheld service. This role will help and support the role out of the new managed standard service for handheld devices to the UK&E business, expanding the user base to circa 6000 devices.
As part of this you’ll:
- Provide technical information and support on the evaluation, installation, acquisition, and use of the EUC handheld standard service.
- Work with Problem Management to document root cause and potential solutions to problems and recommend changes to system configurations to prevent reoccurrences.
- Evaluates usage patterns and recommends methods for improving the information on the Incident and problem resolution knowledge base.
- Manage, establish, and troubleshoot issues with using the EUC Handheld Standard Services, including detailing issues in service process/procedure and recommending improvements.
- Plan and schedule installation and configuration of the EUC Handheld Standard Services Installation Service Requests, as well as customer self-service methods and practices for troubleshooting, recovering, and improving the Handheld Standard Service usage.
- Implement new functions and facilitate migration to more modern platforms supporting the EUC Handheld Standard Service, test and implement new releases and provide team training on operating the upgraded service.
- Coach the Service Desk and Offshore Teams in the selection and application of appropriate incident/problem solving methods and techniques associated with the specific EUC Handheld Standard Service, providing advice on work methods, practices, and procedures, and assist the team in identifying the parameters of a viable solution.
- Identify, distribute, and action workload and tasks across operations teams and delivery partners in accordance with established Service Request workflows.
- Prepare reports and maintain records of work accomplishments and administrative information in support of Service Request completions.
What you’ll need to do the role:
- Minimum 3 years’ senior MDM infrastructure experience.
- Strong experience working with a managed mobile and tablet environment.
- Strong experience working with MDM toolsets such as Airwatch and Intune.
- Strong experience working with MDM provisioning tools such as Apple Business Manager, Knox and Android Enterprise Manager.
- Strong experience in Windows 10 ever green environments.
- Strong experience with ITIL based working practices.
- Knowledge of Active Directory, group policy and MDM configuration profiles.
- Knowledge of mobile application management.
- Knowledge of Windows Autopilot.
- Knowledge of CES+ accreditation process.
- Knowledge of solution rollout to end users.
- Knowledge of project implementation.
- Customer first approach to delivering IT solutions.
- Great problem-solving skills and a solution driven approach to challenges.
What we offer:
- 25 days annual leave plus bank holidays.
- Annual leave purchase scheme.
- Up to 6% contributory pension scheme
- Flexible working options.
- A Serco benefits portal offering a wide range of discounts for major high street brands in Retail, Leisure & Hospitality.
- A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Health Cash Plans, free flu jabs and more.
- A wealth of career development training to suit your future aspirations. These range from role specific training, leadership coaching, formal study and much more to support you to build your career with Serco.
- A safe and supportive culture.
- A company passionate about diversity and inclusion.
By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.
ApplyPlease click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.
At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.
At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.