Associate Engineer End User Computing

Elevate Direct
London (Greater)
11 Sep 2018
18 Sep 2018
Contract Type
Full Time
Associate Engineer End User Computing - London - £275 - £325 Per Day - 6 Months

**IR35 Status **The client has stated that this role is Out of Scope of the new off pay-role worker legislation**

Role Description As a member of the VIP/Elite Services Team within User Support Services Digital Group, you’ll help drive a world class Frontline Technology support service for DWP’s ministers, directors, executives, board members, support staff and senior management. VIP’s

You will be a single point of contact for all Technology related tasks and issues for VIP’s, taking full ownership of tasks confidently from start through to completion and keeping the user sufficiently updated.

You will be the face of User Support Services at the highest level within the business. Customer experience and satisfaction is at the forefront of our delivery. As a single point of contact, you will be expected to be conversant and skills in Active Directory, Citrix, SCCM, PowerShell, Apple Configuration Console, In house portal called My Office ,AV, VC, Telephony and Networking and others for which training will be provided.

Working in Caxton House London alongside colleagues in providing a world class VIP service.

Essential Skills

• Ensures that End User Computing support and services provided to VIP’s meet established service level commitments and End User Satisfaction

• Serves as a first point of contact and escalation point for VIP’s and takes end-to-end ownership of resolving reported issues and fulfilling requests

• Maintains insight into the VIP End User experience and assumes overall accountability for driving issues from initial contact through resolution

• Tracks issue response, resolution times, and customer satisfaction

• Reviews all performance data, and where deficiencies are identified, ensures appropriate corrective actions are pursued in a timely manner

• Builds productive relationships with VIP Assistants

• Resolves technology issues encountered by VIP’s in a timely manner and ensures systemic issues are escalated and remediated to prevent further occurrences

• Influences the broader technology community to drive required improvements in support and services offered to VIPs

• Proven experience in supporting VIPS in a technology organisation

• Excellent organisational , time management and crisis management skills

• Conversant with Active Directory, Citrix, SCCM, PowerShell, Apple Configuration Console, MyOffice ,AV, VC, Telephony and Networking

Desirable Skills

Good analytical and problem solving skills

Microsoft Suite knowledge: Word, Excel, Outlook, Powerpoint

Experience of working in collaborative environments

Awareness of Service Operation (particularly Incident/Problem/Change Management)

Ability to proactively pursues, through insights gained by working with VIP’s, improvements to existing processes and technology offerings, including introduction of new technologies that maximize productivity

Recognizes and identifies deficiencies and drives all necessary changes

Develops and implements processes and process improvements, with accompanying documentation, to increase productivity

Fully conversant with Service Management processes and technical tools e.g. Service Now

Exposure to structured problem management and troubleshooting

Knowledge of Operations and support of IT Operations, infrastructure and application technologies and solutions – hardware, software, commercial off the shelf (COTS) and open source packages/solutions, virtual and cloud including IaaS, PaaS, SaaS

Knowledge of a service management framework (e.g. ITIL) terminology, structure and basic concepts, and comprehend the core practices for service management

Accreditation & Qualifications


ITIL v.3 Foundation Certificate

Security Clearance at SC level


Change Management- Level 3

Incident Management- Level 3

Problem Management- Level 3

Configuration Management-Level 3

Additional information about the process

General Responsibilities

Able to follow agreed procedures to identify, register, triage and categorise, raising Incidents as appropriate and provides fault diagnosis and resolution, coordinating and liaising with internal and external teams to minimise service impacting issues on VIP users .

Undertake controlled and repeatable changes, including; server restarts / reboots / patching / running scripts as and when required for VIP Users

Produce agreed Operational Reports

Understands IT Operations’ processes and how this supports the VIP end user community.

Understands the impact of incidents to the end-user experience of services;

If you match these requirements, please apply in the normal way. Elevate will send you an email, please open, click and action that email and your application will be visible to the hiring organisation directly.

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