Details:
- Salary: £19.76 - Hour
- Location: West End London
- Date: 2 weeks ago
Description:
About the Role
This End User Computing Engineer plays a critical role in supporting UKEF services and business objectives, through delivering a first class employee experiencing with technology and also when delivering support and maintenance IT services within the organisation. In addition, it is a role which requires an individual to be responsible and accountable for the delivery of such services, which includes both desktop technology, infrastructure as well as digital and data services. The role function is as part of the wider IT team, as well as requiring the role-holder to work independently in-office/remotely.
You will need exceptional IT support experience, including but not limited to laptop, tablet, and mobile experience. Some Microsoft Azure and networking experience would also be advantageous. You will need to be a team player and effective team member and that KPI's, SLAs and customer satisfaction targets are consistently achieved.
We are looking for someone who is positive, collaborative and helpful colleague with good attention to detail when working in a fast paced, dynamic government department.
An end user computing engineer works on-site, maintaining hardware and fixing technical problems as quickly as possible.
At this role level, you will:
provide first-time resolution by troubleshooting and diagnosing or escalating faults (or both) to service desk managers, incident managers and problem managers to investigate and resolve
coach associates and share knowledge with team colleaguesMain Activities
Provide IT support daily onsite (1HGR) and remotely 500+ colleagues in a variety of locations
Ensuring that IT SLAs are met, and IT policies are adhered to by planning, managing, and maintaining workload;
Observe trends in issues to help escalate issues and prioritise
Maintain good working relationships with key service stakeholders, suppliers and customers to help understand their business requirements and priorities;
Basic support of Microsoft Active Directory, Azure Administration, InTune and Office 365;
Device management (Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, meeting devices and other computer and telephony equipment);
Document operating procedures, standards, best practices configurations, settings, installation sequences and back-out instructions.
Diagnosing and solving hardware/software faults
Provide excellent inventory and asset management.
Support internal IT systems and perform hardware troubleshooting and repair on desktop and laptop equipment
Provide IT support to end users for office automation applications, such as word processing, spreadsheets, databases, e-mail, and other productivity software
Maintaining and supporting PCs, laptops, and peripherals for business users
Be available for out of hours for high priority technical support if business need
Where required provide support and cover for the IT Service DeskAdditional activities include:
Provide support to the rest of the IT Operations team when required and contribute to team workload tasks and planning;
Engage with UKEF's IT managed service partners as required to deliver the above tasks.
This list is not comprehensive and the job holder may be required to carry out additional duties according to business needs.
Skills needed for this role level
Asset and configuration management. You can maintain secure configuration and accurate information, controlling IT assets in one or more significant areas. You can verify the location and state of assets. (Skill level: working)
Change management. You can implement changes based on requests for change. You can apply change control procedures. (Skill level: awareness)
Continual service improvement. You can show an awareness of developing process efficiency and common ways in which processes are optimised. You can support specific activities to improve development processes. You can spot or identify obvious deficiencies. (Skill level: awareness)
Incident management. You can identify and register incidents, gathering the required information and allocating it to the appropriate channel. (Skill level: awareness)
Ownership and initiative. You can own an issue until a new owner has been found or the problem has been mitigated or resolved. (Skill level: working)
Problem management. You can investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical or operational). You can contribute to the implementation of remedies and preventative measures. (Skill level: awareness)
Service focus. You can take inputs and establish coherent frameworks that work. (Skill level: working)
Service management framework knowledge. You have a Level 3 service management framework qualification. (Skill level: awareness)
Service reporting. You can collate data from depositories and provide basic reporting. (Skill level: awareness)
Technical specialism. You can assist in technical support activities and carry out agreed or routine maintenance and administration tasks. (Skill level: awareness)
Technical understanding. You can show an awareness of the relevant subject matter and a high level understanding of what it involves. (Skill level: awareness)
Testing. You can correctly execute test scripts under supervision. You can understand the role of testing and how it works. (Skill level: awareness)