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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