JOB SUMMARY

The Department for Business and Trade (DBT) has a clear mission - to grow the economy. Our role is to help businesses invest, grow and export to create jobs and opportunities right across the country. We do this in three ways.
Firstly, we help to build a strong, competitive business environment, where consumers are protected and companies rewarded for treating their employees properly.
Secondly, we open international markets and ensure resilient supply chains. This can be through Free Trade Agreements, trade facilitation and multilateral agreements.
Finally, we work in partnership with businesses every day, providing advance, finance and deal-making support to those looking to start up, invest, export and grow.
The Digital, Data and Technology (DDaT) directorate develops and operates tools and services to support us in this mission. The team have been nominated three times in a row for ‘Best Public Sector Employer’ at the Women in Tech awards!

ABOUT YOU

We’re seeking someone who brings both technical know-how and a passion for helping others. You’ll have experience supporting IT users in a fast-paced environment and be comfortable using both logical and creative approaches to problem-solving, ensuring the most appropriate actions are taken. You’ll work collaboratively with team members to resolve issues and help prevent them from recurring. Strong verbal and written communication skills are essential, enabling you to interpret user requirements and present findings clearly. You’ll also bring hands-on experience with WINTEL, iOS, MacOS, and Microsoft technologies, and demonstrate flexibility in your working patterns—adapting your office days and hours to meet demand when needed.

TECHNICAL SKILLS

• Incident management. You can identify and register incidents, gathering the required information and allocating it to the appropriate channel.
• Ownership and initiative. You know about problem resolution processes and know to pass problems to your team.
• Problem management. You can investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical, operational). You can contribute to the implementation of remedies and preventative measures.
• Service reporting. You can collate data from depositories and provide basic reporting.
• User focus. You have an awareness or understanding of user experience analysis and its principles. You can see the purpose of user stories and focus on user needs.

MORE ABOUT US

This role can only be worked from within the UK, not overseas. If you are based in London, you will receive London weighting. DBT employees work in a hybrid pattern, spending 2-3 days a week (pro rata) in the office. Travel to your primary office location will not be paid for by DBT, but costs for travel to an office which is not your main location will be covered.
You can find out more about our office locations, how we calculate salaries, our diversity statement and reasonable adjustments, the Recruitment Principles, the Civil Service code and our complaints procedure on our website.
Find out more about life at DBT, our benefits and meet the team by watching our video or reading our blog!
Feedback will only be provided if you attend an interview or assessment.

NATIONALITY REQUIREMENTS

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements

ABOUT THE ROLE

We’re building a new level of technical support within the Digital, Data and Technology (DDaT) function to deliver a superior service to our staff as our organisation evolves. As an End User Computing Engineer, you’ll be at the heart of our IT Operations team, helping to shape and deliver responsive, user-focused support across the department.
End User Computing covers everything from rolling out and optimising hardware to solving day-to-day user issues. Think of it as the modern evolution of Help Desk, Tech Support, or Desktop Support—only more proactive, strategic and impactful.
You’ll be responsible for supporting daily operations, ensuring services and team members are equipped to deliver excellence. Occasionally, you may be asked to work outside core hours to meet operational needs.

MAIN RESPONSIBILITIES

You will:

• Provide 1st line support via Zendesk and ServiceNow
• Troubleshoot infrastructure, iOS, WINTEL, peripherals, and AV issues
• Build and configure Windows and MacOS devices
• Issue, install, and repair IT peripherals at user desks
• Support Atlassian tools (Jira, Confluence, Trello)
• Assist with incident management and escalations
• Collaborate with internal teams and external suppliers
• Maintain accurate documentation and follow established processes