End User Computing Engineer

• Maintain secure configurations and accurate information for IT assets across one or more significant areas, including verifying asset locations and status, implementing change requests, and applying change control procedures under supervision.
• Support the improvement and optimisation of development processes by demonstrating awareness of process efficiency, contributing to specific improvement activities, and identifying obvious deficiencies.
• Identify, log and allocate incidents to the appropriate channel, gathering all required information and taking ownership of issues until transferred, mitigated or resolved.
• Investigate problems affecting systems, processes and services, understanding whether issues are strategic, tactical or operational, and contribute to the implementation of remedies and preventative measures.
• Take inputs from multiple sources to establish coherent frameworks, demonstrate awareness of ITIL lifecycle and capability elements, and collate data from repositories to produce basic reports.
• Assist with technical support activities, carrying out agreed routine maintenance and administration tasks while maintaining awareness and a high-level understanding of relevant subject matter.
• Correctly execute test scripts under supervision, understanding the purpose of testing, its role within delivery, and how testing activities are performed.
• Identify and engage with users and stakeholders to gather evidence of user needs, define appropriate user research approaches, and use quantitative and qualitative data to translate user needs into outcomes.

This role is aligned to the End User Computing Engineer role, IT Operations. You can find out more about the technical skills required for this role here: Government Digital and Data Profession Capability Framework - Government Digital and Data Profession Capability Framework

1. You have experience of providing 1st and 2nd line resolution by troubleshooting and taking ownership of incidents, recording actions taken and escalating more complex issues to senior colleagues for resolution to meet the needs of the customer. 

2. You have a good understanding of the application of ITIL, contributing to Incident, Problem and Change Management functions. 

3. You have a working knowledge of ITSM tool functionality to correctly register, categorise, update and fulfil support tickets and service requests at 1st and 2nd line level. 

4. You have some experience coaching less experienced colleagues, whilst documenting and closing resolved Incidents as per agreed procedures. 

5. Excellent communication skills, both verbal and written, with the ability to engage with colleagues at all levels. 

6. Excellent organisational skills and the ability to work both independently and within a team environment.

Apply online, providing a CV and Supporting Statement (of no more than 750 words) which provides evidence of how you meet the Experience listed in the Success profile above.

Vacancy closes at 23:59 on Sunday 9 August

We will test your experience as part of the sift process, and if successful, you will be invited to an assessment and interview where we will test these again, along with the technical skills listed above. Full details of the selection process will be made available to shortlisted candidates once the sift has been completed.

Candidates who past the sift and are invited to the Technical Assessment stage will be issued with a Technical Assessment Candidate Pack, which outlines the details of the assessment.

Artificial Intelligence (AI) tools can be used to support your application, but all statements and examples provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, and presented as your own) applications will be withdrawn and internal candidates may be subject to disciplinary action.  

Please see our candidate guidance for more information on acceptable and unacceptable uses of AI in recruitment.

If invited for further assessment, this will consist of an interview and technical assessment.

Assessment are scheduled for late August/early September, however, this may be subject to change.
 

Sponsorship

Skilled Worker sponsorship is not available for this role. As a result, we are unable to appoint candidates who require Skilled Worker sponsorship now or in the future. Applicants must have an existing and ongoing right to work in the UK.

Recruitment Principles 
As a government organisation, we adhere to the Civil Service Commission Recruitment Principles and we investigate any complaints received in relation to recruitment cases.

For more information on the role, please contact [email protected]

Apply Before: Sunday 9 August (23:59). This role is open to internal candidates and Common citizenship organisations only.