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Full Job Description

Summary

Purpose:
As the End User Computing Engineer within the Enterprise Technology department under CSO your role is responsible for providing maintaining end user computing devices and services and supporting colleagues when things break.
Your role will be a crucial role in supporting desktop modernisation and contributing to a culture and service that is evergreen and continually reviewing opportunities to improve.
You will have a direct impact on the usability efficiency and security of devices which directly impacts the productivity and digital employee experience (DEX) for AQAs colleagues.
Your time will be focussed predominantly on BAU activities with opportunity for project :
Reporting to the EUC Engineer Team Lead who in turn reports into the EUC Manager within the Enterprise Technology Directorate.
The role will support an enterprise scale EUC service focussed on both the management of EUC hardware and software with responsibility for over 2000 devices increasing to almost 3000 during the summer months and supporting a hybrid workforce that is geographically spread across five office locations.
The role will provide support from 2nd line and is an escalation for Service Desk / Smart Bar for EUC support.
Aligned and operating to industry standard frameworks and good practice including ITIL.
As a security focussed organisation you will support alignment and certification to ISO/IEC27001 and Cyber Essentials Plus.
The role involves you working closely with other technology teams specifically Service Desk/Smart Bar Infrastructure and Security teams as well as external vendor relationships.
Enterprise Technology consists of the following functions:
Service Delivery
Enterprise IT Services
Enterprise Applications
Enterprise Architecture
Security Risk & Data Protection

This role will be required to demonstrate strong customer focus professionalism flexibility and commitment to delivery of exceptional service outcomes.

Activities:
Investigate assigned 2nd / 3rd line Incidents and Service Requests resolving within SLA communicating progress throughout. Liaising with Enterprise Technology colleagues suppliers and 3rd party information sources as required to achieve resolution
Providing technical support and troubleshooting for hardware software and connectivity issues
Provide support for end user applications including Microsoft365 Adobe ShareFile
Provide support for personalisation of operating system settings to support preference or reasonable adjustments. Responsibility for accessibility software configuration
Create end user documentation standard operating procedures and troubleshooting guides
Provide technical escalation point for EUC services and mentor Service Desk/Smart Bar sharing knowledge and role modelling behaviours for effective operation
Support user adoption of EUC services enabling colleagues to be digitally confident
Perform maintenance activities to ensure devices remain compliant
Daily KPI checks and reporting on health of installed agents - AHARP
Remediating non-compliant devices
Support the lifecycle maintenance for hardware and software
Evaluate and select AQA standard hardware (Laptops iPad iPhones Peripherals) updating device catalogue
Contribute to the build process and usability and security of devices
Contribute to policy creation balancing security supportability and usability
Support the creation of KPIs and measurement of EUC services
Asset verification / spot checks and asset disposal verification / sign off
Supporting the management of suppliers
Identify opportunities for shift left to Smart Bar
Identify opportunities to improve the EUC colleague experience service
Support continuous improvement and project activity


To be successful in this role you will need to know:
Experience in supporting and maintaining end user computing in complex large-scale enterprise environments that utilises the following technologies: Microsoft Windows Entra Intune Autopilot Defender Suite Desktop Analytics BitLocker SCCM Patch my PC Qualys Taegis
Hardware software and networking troubleshooting skills.
Ability to troubleshoot and use investigative tools like Event Viewer
Good knowledge of and the ability to apply ITIL ISO/IEC27001 Cyber Essentials Plus and COBIT standards and frameworks into the delivery of the EUC service
Provide excellent customer service
Drive Digital Employee Experience (DEX) and user adoption of EUC technologies
Be collaborative and build strong relationships with other departments including Service Desk / Smart Bar and Enterprise Tech teams Workplace team
Demonstrates effective oral and written communication skills when engaging on issues with Ent Tech colleagues AQA colleagues suppliers and partners
Uses discretion in identifying and responding to complex issues related to own assignments. Determines when issues should be escalated to a higher level. Plans and monitors own work
Resolve sometimes complex and non-routine activities in a variety of environments. Applying a methodical approach to routine and moderately complex issue definition and resolution. Applies and contributes to creative thinking or finds new ways to complete tasks
Ability to work independently as well as collaboratively in a team environment
Used to setting and working to project deadlines
Take responsibility for own personal professional development
Ideally hold professional certifications relevant to the role
ITIL Foundation ITIL Foundation
MD-102 Microsoft 365 Certified: Endpoint Administrator Associate
MS-102 Microsoft 365 Security administration

There may be a requirement to provide out of hours support on a rota basis