EUC Senior Deskside Assist

bFGH Business Centre 66-70 Vicar Ln, Bradford BD1 5AJ
& FGH Lister hills Warehouse, Thornton Road, Bradford BD8 8LG

A senior Deskside EUC (End User Computing) engineer provides experience to help develop the on‑site technical support teams, handling complex end‑user issues while overseeing incident resolution, team coordination, and process improvements across the operation. This role elevates from standard deskside support by emphasising leadership, root cause analysis, and optimisation of user experience using available and developing tooling.

This role brings technical experience to enhance performance and capability of the EUC / Desk‑side assist team. The successful candidate will have experience driving continuous improvement within a comparable support operations / environment and will be responsible for efficient support delivery, end‑user satisfaction and high levels of service and operational excellence.

• Manage and prioritise team tasks for rapid incident resolution, collaborating with resolver groups and managers to escalate recurring issues and implement fixes.
• Deployment of automated solutions or Power Shell scripts for proactive remediation.
• Lead, mentor other less experienced EUC / desktop engineers to deliver an excellent Desktop and Deskside support service.
• Monitor and manage support ticket routed to the team to ensure that all tickets are appropriately prioritised and dealt with to meet incident SLAs and KPIs.
• Implement, review, and optimise operational protocols, SOPs and service processes.
• Act as an escalation point for complex issues, ensuring swift and effective incident management.
• Lead IMACDs (Installs, Move, Adds, Changes & Decommissioning activities) of Hardware and software (Including OS imaging (Windows/Mac)).
• Development and maintenance of IT assets management processes and protocols.
• Deliver an excellent experience to New Joiners to FGH being onboarded.
• Deliver an excellent experience to users requiring a deskside visit to address a technical issue.
• Coordinate with other IT functions and resolver groups both internally and 3 party, partner‑provided to resolve cross‑functional problems and develop integrated solutions.
• Train and onboard new team members, providing coaching and technical guidance, and foster professional development.
• Oversee documentation of troubleshooting guides, SOPs, How‑Tos, operational policies, and process flows.
• Ensure compliance with organisational and regulatory standards and applicable policies and guidelines.
• Develop skills across team to maximise resource efficiency and deliver a robust, quality service to the business around the clock.

• Problem‑solving and critical thinking abilities, anticipating challenges and developing effective solutions.
• Advanced proficiency and troubleshooting in Windows 10/11, Active Directory, M365, SCCM/Intune, scripting (Power Shell/VBScript).
• Strong organisational and time management skills to manage 24x7 team scheduling efficiently.
• Clear communication skills capable of conveying technical details and instructions effectively to diverse audiences.
• Ability to motivate, coach, and mentor the team, fostering professional development and a positive work culture.
• Demonstrable commitment to customer satisfaction and continuous service improvement.
• Strong communication for user updates, team coaching, and cross‑functional collaboration; experience with MS Intune.
• Proven technical background and experience managing a similar team in a complex and comparable technical environment.
• Minimum of 2 years at a similar Senior level, working within a comparable ITIL aligned corporate environment.
• Experience working with IT suppliers to deliver new office solutions.
• Provide on‑site “Hands & Eyes” service to 3 party Wintel and network support service provider.
• Strong documentation, time management, and a methodical approach to problem‑solving with attention to detail.
• Willing to join a rota of on‑call IT Duty Managers covering one week in Six‑eight to act as major Incident manager (P1 tickets).
• Able to commute to Bradford city centre 2 days per week.

For over 100 years, Freemans has been at the…