End User Computing Engineer

Do you have a keen interest in IT or digital support services? Do you enjoy troubleshooting or helping people solve their IT issues? Do you have an appetite for learning? This is an exciting opportunity to work in our User Support Services (USS) Team and be part of the wider service management community that supports the delivery and continuity of DWP's live service, for over 100,000 colleagues and more than 20 million customers. You will be delivering IT support from our head office Tech Bar. The Tech Bar service provides a high quality, personalised face-to-face support service to our users. Our Tech Bars also provide onsite technical support and assist DWP colleagues with installation, configuration, and support on DWP devices and software within established standards and guidelines. You will also be required to provide IT support across our virtual channels, this work includes resolving DWP colleagues IT issues and incidents via our telephony channel answering inbound calls, via Live Chat and responding to incidents raised via our online portal. 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.

Disability Confident About Disability Confident A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.