End User Computing Engineer

at  Department for Work and Pensions

JOB DESCRIPTION

This role is based at our Caxton House Tech Bar, the role involves providing face to face Level 1 IT support to colleagues on-site. Our Tech Bars also provide appointments, Assistive Software Support, kit deployments, break fix and advice and guidance to DWP colleagues.

There may also be on occasion, a requirement to visit other sites within reasonable travel distance to support colleagues as needed. You will:

• Gather and analyse information from users about their IT issue and determine the best way to resolve utilising knowledge and guidance and ensuring compliance to quality and security standards
• Provide first time resolution by troubleshooting and diagnosing within established standards and guidelines or escalating faults to end user computing specialist resolver groups or appropriate third-party vendors, to investigate and resolve
• Act as an on-site Digital partner with a good understanding of the issues affecting those sites
• Be responsible to support investigation and diagnosis of assigned issues for workarounds and/or root causes, assists with the investigation of known errors and proposes solutions to incidents and implements solutions on behalf of the user
• Deliver coaching, guidance and upskilling end users to increase their digital confidence and gain maximum value out of end user devices and other digital products

This is a challenging, fast-paced, agile and rewarding role. It brings the opportunity to build key links across Digital Products & Services through developing collaborative and engaging relationships to jointly deliver quality, efficient service as a critical part of Digital delivery.
The role requires regular exercise of choice and judgement sometimes in challenging, pressurised situations. Resilience and excellent communications along with influencing and interpersonal skills are essential to support effective senior stakeholder engagement and management.

TECHNICAL SKILLS

We’ll assess you against these technical skills during the selection process:

• Incident Management

Benefits

• An employer pension contribution of up to 28.97% For further information please click here.
• Annual leave rising up to 30 days, (based on your working pattern).
• Family friendly flexible working arrangements, such as hybrid working, job sharing, term-time working, flexi-time and compressed hours.
• Learning and development tailored to your role this could include industry recognised qualifications, coaching and mentoring.
• An inclusive and diverse environment with opportunities to join staff networks including: Women’s Network, National Race Network, National Disability Network (THRIVE) and many more.

TECHNICAL SKILL

• Incident Management -An understanding of Incident Management and experience of working in a Service and or Support environment. Ability to triage and diagnose issues and incidents, investigating their causes and finding resolutions utilising the available resources. Escalation of incidents and triage to the correct resolver group as required.
  The sift panel will use the information in your employment history, behaviour and technical statements to assess your experience, skills and knowledge against the essential criteria above.
  For Hints and Tips on completing your application visit Applying for jobs at DWP Digital.
  Applications will be sifted at regular intervals from the date the posts are advertised. Please apply as soon as you can, do not wait until the end of the campaign.
  You will receive a score for your Behaviours and/or Technical Skills. You will not receive a score for your Employment history, it is used to add context to your behaviours.

TECHNICAL SKILL

• Incident Management
  Interviews will take place from early September 2024. Interview dates to be confirmed.

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) (opens in a new window)
• 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 (opens in a new window)

Digital
Information Technology