End User Computing Engineer (P0040N)
Homes England
About the job
Job summary
As an End User Computing Engineer you will play an important role in Digital Service Desk team. You will be joining our friendly and experienced team, who are committed to making positive change in how we support our colleagues within Homes England.
We see ourselves at the start of a journey and have a strategy to modernise our Service Desk. Our Digital Roadmap includes looking at opportunities to automate where we can and improve our processes and ways of working.
As part of our strategy, we are committed to upskilling our Team such as investing in the use of the Microsoft Enterprise Skills Initiative, so we all gain new skills and knowledge of Microsoft Solutions and advancing our careers by getting certified.
The team is dedicated to delivering first-class customer service, resolving incidents and fulfilling requests, by taking an innovative and creative approach. We believe working in a collaborative and flexible way and value diversity of experience and perspective in order to foster good decision making and problem solving within the team.
We would like you to have a track record of good time management with the ability to manage workload effectively in this busy environment. Together we will build your technical knowledge and skills using tools, technologies and our people, with the aim to support your career and development.
Job description
You will identify and register incidents, gathering the required information, categorising and assigning appropriately. Investigate the cause of incidents and find resolutions, recording all actions through to resolution. Ensuring our IT Service Management tool, Service Now, is up to date and targets are met in line with our Incident Management and Request Management procedures. You will collaborate with colleagues to resolve incidents and taking ownership until the incident is resolved or until a new owner is found. You will also fulfil user requests with standards set out in our service level agreement. You will provide support face to face, by MS Teams call and through our IT Service Management tool, Service Now.
Being an active listener and seeking to understand are important to us. You will have the ability to communicate effectively by using non-technical jargon/language. We are looking for an individual who has a diversity of thinking and problem-solving.
You will log, track and maintain secure and accurate asset information along with the build and provision of Microsoft Surface Laptops and other devices.
You will work with the wider team to establish a best in class service support operation, underpinned by industry standard ITIL 4 processes.
This is a rare chance to shape the future Service Desk in a fast growing, national organisation with real social purpose.
Person specification
As an experienced Digital professional, you’ll understand how to manage relationships with colleagues and your team and demonstrate you can work in a collaborative and inclusive way.
The successful candidate will need to be confident, enthusiastic, dynamic and experienced Service Desk Engineer. You will have a proven track record working within a digital operations environment and have a passion for supporting and exploring technology.
You will have excellent problem solving skills and can concisely explain technical procedures and outcomes, ensuring all Homes England colleagues are supported in the use of our digital products.
You will need to be the kind of person who is confident enough to engage fully in our team meetings, projects and day to day work and make a positive contribution to the continual improvement of processes and behaviours within our team and yourself.
As this is an IT support role, technical ability is essential. Excellent communication skills, enthusiasm, with a professional attitude are equally important.
Experience supporting Office 365, Windows 10, Azure Active Directory, MS Exchange Hybrid and Microsoft Teams. Excellent understanding and demonstrable experience of working to the ITIL framework and utilising ITSM tools such as Service Now.
Lastly, delivering on a mission as bold as ours isn’t always easy. But we are sure you will enjoy working in an innovative, fun and engaging way and make a positive contribution to Homes England.
Benefits
Homes England is an executive non-departmental public body with its own terms and conditions, benefits and pension scheme. We are a government agency working in partnership with the private sector and want to employ and retain great people. In return we offer a range of excellent benefits, some of the key benefits include:
Holiday - Homes England offers all staff 33 days annual leave per year in addition to 8 statutory bank holidays.
Working Flexibly - At Homes England we have a strong culture of flexible working and encourage all employees to have a healthy work/life balance. We offer a wide range of potential working patterns, including part time, job share and compressed hours.
Health and Wellbeing - We offer health screening with Nuffield Proactive Health Clinics, a free Employee Assistance Programme which offers confidential support 24 hours a day, 7 days a week as well as access to Occupational Health.
Professional Development - At Homes England we are committed to your continued professional and personal development with learning as one of our core values. We pay for one job-related professional membership subscription per year for our employees.
We also offer an excellent range of family friendly benefits, for example, maternity, paternity, shared parental leave.
Things you need to know
Selection process details
How to apply?
To apply please follow the links to our careers page.
Security
Successful candidates must pass a disclosure and barring security check.
Selection process details
For more information on the role, please see the attached Job Description.
Successful applicants will be advised of the outcome of their application and interviews held as soon as practical after the closing date. Feedback will only be provided if you attend an interview or assessment. We would like to take this opportunity to thank you for your interest in this role and Homes England.
Please note – Homes England has a responsibility to ensure compliance with HMG Baseline Personnel Security Standard to address the potential problems of identity fraud, illegal working and deception generally. To ensure compliance we will carry out a pre-employment Personal Identity and Vetting Report through Experian to meet the standard and you will therefore be asked to provide certain information in order that the verification check can be carried out if you are successful in your application.
Homes England are an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates. We are proud to be an equal opportunities employer that values and respects the people who work for us. Our aim is to be an employer of choice, enabling everyone to reach their full potential.
Homes England is committed to protecting the privacy and security of your personal data. For further information please refer to our Privacy Notice which can be viewed here:
https://www.gov.uk/government/organisations/homes-england/about/personal-information-charter
Nationality requirements
Open to UK, Commonwealth and European Economic Area (EEA) and certain non EEA nationals. Further information on whether you are able to apply is available here.
Working for the Civil Service
Please note this Post is NOT regulated by the Civil Service Commission.
The Civil Service embraces diversity and promotes equality of opportunity. There is a guaranteed disability confident interview scheme for candidates with disabilities who meet the minimum selection criteria.
Further information
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Contact point for applicants
Name: Recruitment Team
Email: recruitmentinfo@homesengland.gov.uk
Feedback will only be provided if you attend an interview or assessment.
Security
Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks.
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
Working for the Civil Service
Please note this Post is NOT regulated by the Civil Service Commission. The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.