Associate End User Computing Engineer

Summary

As an associate end user computing engineer, you will work in an established team and support end user computing engineers in their daily work, under their direction.

Background

Background Components

Description	Background
Has good inter-personal skills. Is well organised and practical, with a logical, analytical approach to problem solving. Pays careful, close attention to detail.	Prior Knowledge and Skills

Work Activity Components

Title	Details
Documentation	Documents and reports on work done in accordance with required standards and procedures.
Installation and removal	Following agreed procedures, performs simple installations, replaces consumable items, checks correct working of installation and advises supervisor and, if appropriate, users.
Information collection	Assists with the collection of information and records as directed, observing associated administrative and clerical procedures.
User assistance and customer contact	Within skills and experience, provides assistance to users. Requests assistance, according to escalation procedures, keeping records of each request, including contact information, action taken, and feedback to user.
Problem investigation and resolution	Assists with routine investigation of failed installations. Contributes, as required, to the investigation and resolution of problems and faults concerning the installation of hardware and/or
Implementation and controls	Ensures implementation of information, and records management policies and standard practice, ensuring that information is protected, available and accessible, and can be retrieved as required. Complies with all relevant information and data security policies and procedures.

Knowledge/Skills

Knowledge/Skills Components

Title	Depth	Details	Type
Information Acquisition		Identifying gaps in the available information required to understand a problem or situation and devising a means of resolving them.	Behavioural Skills
Flexibility		Taking account of new information or changed circumstances and/or business requirements and modifying response to a problem or situation accordingly.	Behavioural Skills
Attention to Detail		Applying specific quality standards to all tasks undertaken to ensure that deliverables are accurate and complete.	Behavioural Skills
Verbal Expression		Communicating effectively using the spoken word.	Behavioural
Written Expression		Communicating effectively in writing, such as reports and via emails.	Behavioural
Teamwork		Working collaboratively with others to achieve a common goal.	Behavioural
Corporate, Industry and Professional Standards	Aware of	Applying standards, practices, codes, and assessment and certification programmes relevant to the IT industry, and the specific organisation or business domain.	Technical Knowledge and Skills
Operational/Service Architecture	Aware of	Knowledge of the IT/IS infrastructure and the IT applications and service processes used within own organisation, including those associated with sustainability and efficiency.	Technical Knowledge and Skills
Access Control Systems	Aware of	Any tool or system which provides security access control (i.e. prevents unauthorised access to systems).	Technical Knowledge and Skills
Equipment Installation	Aware of	Installation, testing and commissioning of supplier specific equipment and software in all legitimate operational environments.	Technical Knowledge and Skills
Safe Installation Practice	Aware of	The knowledge and ability to install and maintain hardware systems to operate within their planned specification in a way that ensures they are safe to use by those authorised to work with them.	Technical Knowledge and Skills
Infrastructure/System Security	Aware of	The security threats and vulnerabilities that impact and/or emanate from system hardware, software and other infrastructure components, and relevant strategies, controls and activities to prevent, mitigate, detect and resolve security incidents affecting system hardware, software and other infrastructure components.	Technical Knowledge and Skills
Desktop Software	Familiar with	The use of everyday desktop software.	Other Knowledge and Skills
Risk Management	Aware of	Methods and techniques for the assessment and management of business risk including safety-related risk.	Other Knowledge and Skills
Time Management Techniques	Aware of	Methods and techniques for making effective use of own time.	Other Knowledge and Skills
Health and Safety	Aware of	Statutory health and safety requirements relating to working environment.	Other Knowledge and Skills
Information Assurance	Aware of	Information assurance methods, tools and techniques (including the Caldicott Principles) used to protect the integrity, availability, authenticity, non-repudiation and confidentiality of user data and manage the risks related to the use, processing, storage, and transmission of information.	Other Knowledge and Skills

Training Activities

Training Components

Title	Details
Electrical Installation Standards	The standards and practices to be followed in installing and removing computer and ancillary equipment.
Software Configuration	Installation, configuration and tuning of applications or systems software.
Hardware Configuration	Installation, configuration, tuning and integration of hardware devices used in the organisation.
Infrastructure Hardware and System Software	Hardware, communication networks and system software that provides the organisation’s IT infrastructure; features of the infrastructure that need to be taken account of in hardware/software installation, with due attention to sustainability impacts e.g. back-up and recovery, virtualisation techniques to optimise efficient energy use of system hardware components, load sharing in communication networks; availability and use of Cloud services.
Security Software	Understanding the security threats and vulnerabilities that impact and/or emanate from system hardware, software and other infrastructure components and relevant strategies, controls and activities to prevent, mitigate, detect and resolve security incidents. For example access control software like Active Directory (AD).
Data Protection and GDPR	Data protection legislation, regulatory framework and compliance, including GDPR (General Data Protection Act).
Supplier/Service Provider Training	The installation, testing and commissioning of supplier specific-products and services in a variety of situations and locations.
Health and Safety	Understanding statutory health and safety requirements relating to the working environment and/or the tools and techniques to promote, communicate, implement and maintain a health and safety culture.

PDAs

PDA Components

Title	Details
Participation in Group Activities	Participating in group activities inside or outside of the working environment that can assist with the development of interpersonal skills.
Job Shadowing and Special Assignments	Undertaking temporary periods or secondments in other roles, inside or outside IT, particularly those that offer a new perspective on own function or exposure to other environments and cultures.
Gaining Knowledge of Employing Organisation	Gaining basic knowledge of the employing organisation, its business, structure, culture, policies, products/services, operations and terminology.
Gaining Knowledge of Surrounding Technical Areas	Gaining knowledge of IT activities in employing organisation external to own function.
Involvement in Professional Body Activities	Attending meetings, seminars and workshops organised by professional body and reading published material, such as journals and web content.

Qualifications

Qualification Components

Title	Awarding Body
ITIL Foundation	AXELOS
FEDIP Associate Practitioner	FEDIP

Organisation Skills

Framework » Organisation
Category » Subcategory

Skill Name and Description

Level

DDaT » IT Operations Job Family

IT Ops – Incident management

You can co-ordinate the response to incident reports, ensuring relevant prioritisation and detail to allow effective investigation. You can identify the correct procedures or channels for resolution and monitor resolution activity and progress updates for customers. You can understand the relevant change management tools and processes.

1 – Awareness

You can identify and register incidents, gathering the required information and allocating it to the appropriate channel.

DDaT » IT Operations Job Family

IT Ops – Ownership and initiative

You can take ownership of problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements. You can take full accountability for the actions taken and decisions made.

1 – Awareness

You can show an awareness of problem resolution processes. You can pass problems on to your team.

DDaT » IT Operations Job Family

IT Ops – Problem management

You can understand and identify problems, analysing and helping to identify the appropriate solution. You can classify and prioritise problems, document their causes and implement remedies.

1 – Awareness

You can investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical or operational). You can contribute to the implementation of remedies and preventative measures.

DDaT » IT Operations Job Family

IT Ops – Service reporting

You can use management information to consolidate agreed Key Performance Indicators (KPIs) into product or service measures, to underpin the service management of a specific product or service.

1 – Awareness

You can collate data from depositories and provide basic reporting.

DDaT » IT Operations Job Family

IT Ops – User focus

You can understand users and identify who they are and what their needs are, based on evidence. You can translate user stories and propose design approaches or services to meet these needs. You can engage in meaningful interactions and relationships with users. You can show that you put users first and can manage competing

1 – Awareness

You can show an awareness or understanding of user experience analysis and its principles. You can explain the purpose of user stories and the focus on user needs.

This job role profile was created in collaboration with BCS, using Role Model Plus. BCS is the professional body that has the responsibility of updating this job family.

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