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End User Computing Engineer

£40,833 - £42,840 per annum

Directorate: Resources

Grade: LBR 10

Department: IT

Function: IT Support

Hours/weeks: 36 hours/52.14 weeks

Team: End User Computing

Base/location: Lynton House

Reports to: End User Computing Team Leader

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Responsible for:

Supervision and mentoring of EUC Analysts and EUC Technicians, and occasional contractors and third-party suppliers.

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Role and context

Ensuring effective IT services are delivered to all council users, internal and external and ensuring that customers can always make productive use of council IT.


To provide leadership and guidance on new and emerging IT Technologies. Ensuring that customers are able to make productive use of Council IT at all time and be an example and mentor to colleagues and staff.

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The role is part of a support team, including Service Desk, with collective responsibility for delivery of excellent services to customers. The role holder will prioritise workload to ensure that the overall objectives of the service are achieved before those of any individual. A large part of the role is desk-based with shared responsibility for providing continuous cover for the service. Part of the role will involve working with customers face-to-face, in the IT department or at customer locations.

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Key accountabilities and result areas

​Strategy and planning

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  • To undertake research into the use of technology in other organisations, developing plans to bring innovative technologies into the Council to deliver long term benefit.

  • To investigate problems and underlying causes of systems failure,oversee testing and implementation of solutions.

  • To plan and prioritise work from day to day for themselves and for colleagues to whom they will assign work, identifying highest priority tasks and ensuring these are completed, and that all tasks are completed within service level targets.

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Operations and support

 

SFIA Application Support: level 4

SFIA Incident Management: level 4

SFIA IT Infrastructure: level 3

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  • Responding to queries online, by phone or in person, following service procedures and quality standards, and using personal initiative to provide the best possible customer service overall.

  • Successfully resolving IT incidents, providing workarounds or permanent fixes, taking responsibility for delivering working systems for customers

  • Supervising or carrying out the installation or repair of IT equipment and software in Council and partner locations.

  • Supervising the work of other staff as assigned, support their professional development and ensuring the quality of the outcomes delivered.

  • Supporting the Service Desk and their responsibilities when required

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Systems and process development and improvement

 

SFIA Systems Installation/decommissioning: level 4

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  • Investigating issues and finding innovative solutions to resolve those issues, providing improved customer experience.

  • Participating in or managing asset, change and problem management processes, identifying trends, and patterns of incidents that require root cause analysis.

  • Delivering, sometimes leading on, IT project related activity to implement technology change across the Council.

  • Managing, monitoring and responding to changes in the technology deployed in the council, ensuring that colleagues are kept up to date with plans and changes in technology and procedures.

  • Managing and safeguarding Council assets, including asset ordering, deployment, recovery, disposal and internal charging.

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Communication partnership

 

  • Managing relevant IT Services to the Council’s partners and other customers in line with the IT Strategy and Council policies and procedures.

  • Participating in cross-service project teams and representing the service in meetings across the council.

  • Advising, and challenging, managers and staff in the application of IT policies and practices, providing advice and guidance on complex IT issues.

  • Maintaining relationships with suppliers to ensure they meet or exceed their responsibilities.

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Performance and standards

 

SFI A Configuration Management: level 5

SFI A Security Administration: level 3

 

  • Developing and maintaining specialist knowledge of the council’s IT systems and infrastructure.

  • Ensuring all support and change activity is accurately recorded following IT service practice.

  • Monitoring own and others’ performance against service SLAs and ensuring that SLAs are met or exceeded.

  • Resolving issues affecting our adherence to PSN, N3 and GDPR and other standards.

  • Taking responsibility for own performance management.

  • Looking for relevant development and learning opportunities for self and others and pursuing continuous personal development.

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Key performance outcomes

  • Completing assigned tasks and resolving customer problems within SLA. Positive customer feedback.

  • Evidence of continuous professional development of self and of staff supervised by you.

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Resource management

 

  • Remaining aware at all times of the overall amount of work being performed by the support team, and reprioritising own work in order to meet SLAs and maintain the effectiveness of the IT service.

  • Cross skilling of staff across the IT service Teams, ensuring tasks are dealt with at the correct level of knowledge.

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Corporate accountabilities

 

All employees of the Council should undertake and conduct their work with due regard to the corporate accountabilities (available on the Redbridge Council website). These include responsibilities for outcomes regarding Equality, Conduct & Behaviour, Health & Safety, Data Protection, Safeguarding and Customer Care.

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Flexibility

 

The key responsibilities and duties of the role are neither exclusive nor exhaustive. All workers are expected to operate flexibly to support delivery of services for IT Support and from time to time will be required to undertake responsibilities, outside the normal remit of role description as required by the line manager, which are broadly commensurate with the job level and scope of competence.

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Person specification

Key

Method of candidate assessment

A = Application form

I = Interview

T = Test

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Weighting

3 = most important

2 = least important

Statutory or mandatory qualifications:

  • ITIL Foundation or above. (A, 2)

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Educational ability

  • Degree level or higher technical qualification preferred. (A, 2)

  • Literate and numerate: able to communicate effectively in reports, emails and face-to-face. (A, 3)

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Key subject or content areas

  • Microsoft 365, Endpoint Manager/SCCM qualification or equivalent experience (A, 2)

  • ITIL level 2 modules (A, 3)

  • Technical qualification/extensive experience in a relevant area, e.g. , Microsoft Technologies. (A, 2)

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Knowledge and experience

  • Significant experience of IT or helpdesk support in a large, complex customer facing organization. (A, I, 3)

  • Significant experience in working as part of IT and project teams with structured project management controls. (A, I, 3)

  • Proven experience in successfully delivering highly valued customer service to IT service consumers. (I, 3)

  • Competent in management of assets, purchasing and disposal processes. (I, 2)

  • Experience of use of an ITSM tool for task and knowledge management. (A, I, 3)

  • Experience of developing, documenting and maintaining device images/builds, configuration profiles of Laptops, PC’s, Tablets & Smart Phones. (A, I, 3)

  • An effective communicator face to face and in writing. Able to report accurately and concisely on work activities. (I, 3)

  • Able to work calmly and accurately under pressure, including when responding to situations of great urgency. (A, I, 3)

  • Substantial demonstrable knowledge of technical domains which will include most of the following:

    • Windows 10 and 11 maintenance, deployment, updates

    • Endpoint Management (InTune and SCCM)

    • Microsoft 365 Technologies, Azure/Entra, Defender, Office 365

    • Microsoft Server 2016 and above

    • Virtualization technologies (i.e. AVD)

    • Active Directory (Azure AD) - including GPOs, AppLocker

    • DNS, DHCP, TCP/IP

    • Software packaging, MSI, win32, UWP, Intunewin

    • PowerShell scripting

    • Office 365 administration

    • PC, Laptop, printers, scanners, meeting room hardware and technology 

    • Thin Client Hardware technologies

    • ServiceNow ITSM

    • Microsoft Applications, including Microsoft Teams

    • Smartphone, Tablets security,support and centralized imaging, managing via an MDM/MAM solution such as InTune.

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Supervision

  • Ability to coordinate the work of colleagues on a day-to-day basis to ensure others activities are completed effectively to required standards. (I, 3)

  • To support formal and informal learning and development opportunities to aid operational delivery and staff understanding and ability. (I, 2)

  • To ensure that staff under your direction meet their day to day and longer term objectives. (A, 3)

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Corporate behaviours

The Council has a set of behaviours that all employees are expected to deliver in the performance of their role. The behaviour framework can be found on the Councils internet page, and these should be reflected in your application and the way you work. As part of an individual’s personal development Redbridge expects employees of all levels to be continuously developing these core behaviours. (A, 3)

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Effective and collaborative team working

  • To take responsibility for personal development and actively participate in all learning and development. (A, 3)

  • To participate in the on-going development, implementation and monitoring of service plans. (A)

  • To support and contribute to value for money, service efficiency and improvement. (A)

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Working pattern and travel

  • Role will form part of the on-call service rota for IT staff, work sometimes requires extending working hours, including outside normal ‘office hours’. Some weekend and evening work may be required to meet business requirements. (A, I, 3)

  • Role requires installation of heavy or bulky IT hardware into a variety of Council locations, including data centres; office locations and comms rooms (A, I, 3)

  • Role requires working at, and between, any Council or partner site and post-holders will be required to be mobile between sites, sometimes within a working day (A, I, 3)

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