Lead End User Computing Engineer

Summary

A lead end user computing engineer has expert technical understanding and is accountable for vendor and supplier management. At this level, you will work with relevant IT operations and other functions, such as technical architecture, to understand lower level productivity, development and feasibility.

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. Has a good understanding of installing many of the items of hardware and/or software to be found in own organisation and an appreciation of the operational environment and the services and applications it supports; has also acquired specialist expertise in several areas of installation. Prior Knowledge and Skills
Has gained expertise in the alignment of performance setting and assessment with organisational goals. Understands processes and procedures of performance management. Manages projects and organises the work of others. Demonstrates a responsible and disciplined approach, even under pressure. Has excellent and developed communication and negotiation skills. Understands the legal and best practice requirements of human resource management. Has a positive attitude towards diversity principles. Prior Knowledge and Skills

Work Activity Components

Title Details
Documentation Ensures that supervised installation work is documented in accordance with agreed procedures and records details of all hardware/software items that have been installed and removed so that configuration management records may be updated.
Guidance Provides specialist guidance and some supervision to less experienced colleagues. Analyses work in progress, takes action to ensure targets are met within safety and quality procedures, including hand-over to client where appropriate.
Installation and removal Undertakes or supervises complex installations and de-installations of systems or components, including, where appropriate, hand-over to the client. Ensures adherence to established safety and quality procedures. This may include, as appropriate, the disposal of decommissioned hardware in an environmentally secure manner and following standards for electrical work such as safe disconnection.
User assistance and customer contact Provides assistance to users in a professional manner following agreed procedures for further help or escalation of request. Maintains accurate records of user requests, contact details and outcome. Provides feedback to users.
Problem investigation and resolution Helps to resolve problems (e.g. poor performance) and faults (e.g. system failure) occurring in the operation of hardware and software – especially those requiring greater installation expertise.
Testing/fault resolution Ensures that appropriate performance analysis equipment and diagnostic tools are used to test the hardware and/or software affected. Quantifies and qualifies changes made. Corrects malfunctions, calling on other experienced colleagues and external resources if required, and initiates action to ensure best use is made of available network assets.
Standards and procedures Develops procedures and standards for installation and handover to maintain and improve the installation service. Ensures adherence to established safety and quality procedures.
Installation scheduling Plays a leading role in scheduling installation/decommissioning work, liaising with all concerned to ensure that installation priorities are met and disruption to the organisation is minimised.
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.
Development needs Supports the identification and prioritisation of development needs for a professional practice area. Identifies development activities that align with organisational priorities, learning and development strategies and career pathways.
Communities of practice Provides advice, guidance and, where appropriate, support for the establishment and organisation of communities of practice.
Lead, manage and supervise Manages, supports and guides the work of groups of staff in line with organisational strategy.
Probationary period and contract Defines and manages probationary periods, setting out the requirements of the job, monitoring progress (e.g., regular interviews) and reacting to variances from expectations, organising training and development as required within appropriate timescales.
Work allocation, support and delegation Allocates responsibilities, including supervisory and assigns packages of work to groups of staff. Ensures that work packages are aligned with the particular skills and abilities of teams. Supports teams in the delivery of work packages. Delegates work to individuals and teams, taking full account of skills and capabilities.
Guidance, performance and feedback Optimises the performance of people, measuring and reporting on performance against agreed quality and performance criteria. Collects data on the performance of groups of staff. Gives regular feedback to teams and senior staff as to team performance on work packages.
Formal appraisals Conducts formal appraisals of the performance of team members. Facilitates a dialogue with team members about expectations, progress, performance and development needs. Participates, as appropriate, in formal processes such as compensation negotiations, grievance procedures, and disciplinary procedures.
Empowerment and role model Facilitates effective working relationships within and between teams of staff. Motivates groups of staff and teams towards a high level of performance. Engages with and empowers groups of staff. Acts as a role model for groups of staff, setting a standard, acting professionally at all times and working to a professional code of conduct and ethics.
Team dynamics Integrates staff into teams to perform packages of work, taking account of individual and team capabilities. Consider the importance of skill mix within teams. Is sensitive towards team
Career paths and mentoring Advises individuals on career paths and encourages pro-active development of skills and capabilities. Provides mentoring to support professional development.
People processes Participates, as appropriate, in formal processes such as compensation negotiations and disciplinary procedures.
Transformation and change Manages teams involved in significant transformation projects and/or during times of change, aligning change programmes with staff skills and capabilities. Supports staff, through difficult and challenging change programmes.
Tailoring/ installation/ testing Installs and tests new versions of system software. Tailors system software to ensure that the functionality of installed hardware is exploited in line with business needs. Prepares software implementation procedures with fall back contingency plans.
Service problems Investigates potential and actual service problems and recommends solutions. Analyses change and system requests. Follows formal procedures to plan and test proposed solutions.
System software tuning Gathers performance data and statistics from the IT platforms to enable valid and reliable conclusions to be drawn about resource usage and failure rates. Makes recommendations for the tuning of system software. Tailors system software parameters to maximize throughput and efficiency.
Software releases Reviews releases, upgrades, security patches and fixes available from system software suppliers and identifies those which merit action. Maintains awareness of existing and emerging software and hardware solutions and develops upgrade plans.
System software failure In the event of system software failure, collects critical information, adhering to agreed procedures. Analyses all documentation, storage dumps and logs relating to system software failures to identify the failing component. Isolates failures and recommends actions to circumvent problems and enable the restoration of services. Liaises with suppliers to obtain corrective code, installing and testing the code to ensure a permanent resolution.

Knowledge/Skills

Knowledge/Skills Components

Title Depth Details Type
Analytical Thinking Acquiring a proper understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts. Selecting the appropriate method/tool to resolve the problem and reflecting critically on the result, so that what is learnt is identified and assimilated. Behavioural Skills
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
Planning and Organisation Determining a course of action by breaking it down into smaller steps and by planning and resourcing each of these, making allowance for potential problems and escalating if necessary. Behavioural Skills
Improvisation Dealing effectively with unexpected situations in a timely manner, taking advantage of opportunities and overcoming problems. Behavioural Skills
Interacting with People Establishing relationships, contributing to an open culture and maintaining contacts with people from a variety of backgrounds and disciplines. Effective, approachable and sensitive communicator in different communities and cultures. Ability to adapt style and approach to meet the needs of different audiences. Behavioural Skills
Teamwork Working collaboratively with others to achieve a common goal. Behavioural
Providing Direction Directing others to undertake specified tasks within a defined timescale. Behavioural
Delegation Delegating tasks, responsibilities and authorities effectively. Behavioural
Follow-up and Monitoring Checking progress against targets, taking action to resolve exceptions/ issues and reporting and escalating where necessary. Behavioural Skills
Application Systems Familiar with Technical or functional understanding of Commercial Off-the-Shelf (COTS) applications and/or other bespoke software deployed within the organisation in order to provide system configuration, audit, technical, and/or functional support. Technical Knowledge and Skills
Operating Systems Familiar with System software that controls activities such as input, output, dynamic resource allocation, and error reporting, within the operation of a computer configuration. Technical Knowledge and Skills
Programming Languages Familiar with A set of codes and syntax (supported by software tools) that enables the unambiguous translation of specified functionality into source code for the creation of computer programs. Technical Knowledge and Skills
Corporate, Industry and Professional Standards Proficient in 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 Proficient in 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 Proficient in Any tool or system which provides security access control (i.e. prevents unauthorised access to systems). Technical Knowledge and Skills
Middleware Familiar with Software which forms part of the operating platform infrastructure. Technical Knowledge and Skills
Infrastructure Configuration Familiar with Knowledge and understanding of infrastructure configurations. Technical Knowledge and Skills
Cloud/Virtualisation Familiar with The principles and application of cloud/ virtualisation (including ownership, responsibilities and security implications). Use of tools and systems to manage virtualised environments. Technical Knowledge and Skills
Equipment Installation Proficient in Installation, testing and commissioning of supplier specific equipment and software in all legitimate operational environments. Technical Knowledge and Skills
Safe Installation Practice Proficient in 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 Familiar with 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
Presentation Techniques Familiar with Methods and techniques for delivering effective and accessible presentations, either face-to-face or online within various contexts and to a variety of audiences. Other Knowledge and Skills
Appraisal Techniques Proficient in Methods and techniques for appraising an individual’s performance and potential. Other Knowledge and Skills
Operations Management Familiar with Methods, techniques and tools for planning, organising, resourcing, directing, co- ordinating and monitoring ongoing (non-project) activities. Other Knowledge and Skills
Budgets Familiar with Principles, methods, techniques and tools for the preparation and monitoring of budgets to manage costs and ensure cost-effectiveness and value for money. Other Knowledge and Skills
Risk Management Familiar with Methods and techniques for the assessment and management of business risk including safety-related risk. Other Knowledge and Skills
Techniques for Effective Meetings Familiar with Methods and techniques for running effective meetings and for understanding and influencing the roles played by participants. Other Knowledge and Skills
Coaching Techniques Familiar with Methods and techniques for coaching individuals or groups by a balanced combination of support and direction, including use of virtual learning environments plus add-ons to augment feedback specific to work items, workflow or career plans. Other Knowledge and Skills
Project Planning and Control Techniques Aware of Methods and techniques associated with planning and monitoring progress of projects. Other Knowledge and Skills
Own Organisation’s Learning and Development Procedures Proficient in The procedures used within own organisation for staff learning and development. Other Knowledge and Skills
Resource Allocation Proficient in The effective and efficient routine deployment of resources, (but also including reassessment and reallocation in a dynamic multi-project environment), to achieve optimum results. Other Knowledge and Skills
Service Level Agreements Familiar with The purpose and composition of a service level agreement (SLA); the relationship between an SLA, an OLA (Operational Level Agreement) and an underpinning contract for the supply of services. Other Knowledge and Skills
Health and Safety Familiar with Statutory health and safety requirements relating to working environment. Other Knowledge and Skills
Performance Monitoring Proficient in Identifying, agreeing and monitoring (usually by face-to-face interviews) objectives and deliverables with individuals. Identifying under-performance issues against agreed quality standards and performance criteria. Identifying gaps in capability and causes, disciplinary or ability-related (needing assistance, training or other support). Other Knowledge and Skills
Disciplinary Issues and Procedures Familiar with Managing episodes of unsatisfactory behaviour or performance in accordance with appropriate policies and legislative conformance. Includes changes to circumstances, such as sickness, disability and other personal issues. Other Knowledge and Skills
Team Dynamics Familiar with Knowledge and understanding of the psychological and environmental forces that influence the direction of team behaviour and performance and the tools and techniques to improve team cohesion and performance. Other Knowledge and Skills
Information Assurance Proficient in 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
Stakeholder Relationship Management Negotiation, presentation and engagement skills to adapt and address the needs of different stakeholders to develop and maintain strong stakeholder relationships.
Hardware/Software Installation Methods and techniques used in installing and removing hardware and software, including testing and fault
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).
Coaching Concepts, methods and techniques for providing coaching in subject specialisms to individuals or groups (e.g. GROW model).
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.
Mentoring Methods and techniques for providing mentoring support to less experienced individuals.
Security Awareness Tools and techniques to help users and employees understand the role they play in helping to combat information security breaches and for IT and security professionals to prevent and mitigate risk.
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
Deputising Standing in for supervisor or manager on a temporary basis during periods of absence.
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.
Research Assignments Exploring a topic which is not part of own normal responsibilities and presenting findings to colleagues and/or management
Gaining Knowledge of Activities of Employing Organisation Developing an understanding of the potentially diverse range of activities (service, governance, administrative, regulatory, commercial, charitable, industrial, etc.) undertaken by the employing organisation.
Gaining Knowledge of IT Concepts and Techniques Undertaking study, learning and, where possible, practice in IT concepts and techniques external to own function.
Participation in Professional Body Affairs Taking an active part in professional body affairs at branch, specialist group, committee or board level.
Negotiating and Influencing Undertaking learning and practice of negotiating with and influencing others.

Qualifications

Qualification Components

Title Awarding Body
ITIL 4 Specialist Create, Deliver and Support (Managing Professional Module) AXELOS
ITIL 4 Specialist High-velocity IT (Managing Professional Module) AXELOS
ITIL 3 Capability Module Release, Control and Validation (Intermediate) AXELOS
ITIL 3 Lifecycle Module Service Transition (Intermediate) AXELOS
Registered IT Technician (RITTech) BCS – The Chartered Institute for IT
FEDIP Advanced Practitioner FEDIP

Organisation Skills

Framework » Organisation
Category » Subcategory
Skill Name and Description Level
DDaT » IT Operations Job Family IT Ops – Asset and configuration management

You can conduct life cycle management for assets including hardware, software, intellectual property, licences and warranties. You can manage usage, disposal, compliance, inventory, sustainability, cost optimisation and protection of the asset portfolio. You can help to improve investment decisions and capitalise on opportunities. You can comply with international standards for asset management. You can document information relating to assets including identification, classification and specification of all items, and information related to storage, access and versions. You can apply status accounting and auditing in line with

2 – Working

You can maintain secure configuration and accurate information, controlling IT assets in one or more significant areas. You can verify the location and state of assets.

DDaT » IT Operations Job Family IT Ops – Change management

You can manage service changes, configuration items, organisational change, supplier change and associated documentation. You can request changes in response to incidents or problems that provide effective control and reduction of risk to security performance and availability. You can ensure compliance of the business services impacted by the change. You can understand policy, principles and approach. You can apply understanding and knowledge in project or programme activities. You can develop experience in the use of change management tools and processes.

3 – Practitioner

You can deal with high impact, complex change requests. You can ensure that release policies, procedures and processes are applied.

DDaT » IT Operations Job Family IT Ops – Continual service improvement

You can identify and explore opportunities for service and business improvement. You can produce analysis and identify, prioritise and implement improvements and efficiencies, ensuring that the organisation derives maximum value from services. You can recognise the potential for automation of processes, determine costs and benefits of new approaches, and manage change or assist implementation where

2 – Working

You can identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions.

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.

3 – Practitioner

You can lead the investigation and resolution of incidents.

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.

3 – Practitioner

You can take accountability for issues that occur and be proactive in searching for potential problems. You can achieve excellent user outcomes.

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.

2 – Working

You can initiate and monitor actions to investigate patterns and trends to resolve problems. You can effectively consult specialists where required. You can determine the appropriate remedy and assist with its implementation.

You can determine preventative measures.

DDaT » IT Operations Job Family IT Ops – Service focus

You can maintain focus on the whole life of service delivery (designing, developing, delivering and operating). You can ensure that a set of IT products, suppliers and vendors come together to deliver an IT service.

2 – Working

You can take inputs and establish coherent frameworks that work.

DDaT » IT Operations Job Family IT Ops – Service management framework knowledge

You can show an in-depth understanding of service management framework principles and processes. You can apply the technical knowledge in project or programme activities.

2 – Working

You have a Level 3 service management framework qualification. You can demonstrate knowledge of the life cycle or capability elements of ITIL

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.

2 – Working

You can produce relevant reports in a standard format and agreed timeframe. You can work with important stakeholders to discuss any changes in the reporting processes. You can add a commentary that provides an interpretation of the data set.

DDaT » IT Operations Job Family IT Ops – Technical specialism

You can demonstrate in-depth knowledge of, for example, code (application), messaging and batch management. The technical specialisms will differ for each role and will be defined in a job description.

3 – Practitioner

You can draft and maintain procedures and documentation. You can set standards for the definition, security and integrity of objects, and ensure conformity to these standards.

DDaT » IT Operations Job Family IT Ops – Technical understanding

You can demonstrate knowledge of the specific technologies necessary to fulfil the responsibilities and tasks of the role. You can apply the required breadth and depth of technical knowledge. You can actively keep informed of industry developments to make cost-effective use of new and emerging tools and technologies.

2 – Working

You can understand the core technical concepts related to the role and apply them with guidance.

DDaT » IT Operations Job Family IT Ops – Testing

You can plan, design, manage, execute and report tests, using appropriate tools and techniques. You can work within regulations. You can ensure that risks associated with deployment are adequately understood and documented.

3 – Practitioner

You can manage the planning of system and acceptance tests, co-ordinating both functional and non-functional specifications. You can provide authoritative advice and guidance on test planning. You can identify process improvements and contribute to the definition of best practice.

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 priorities.

3 – Practitioner

You can collaborate with user researchers and can represent users internally. You can explain the difference between user needs and the desires of the user. You can champion user research to focus on all users. You can prioritise and define approaches to understand the user story, guiding others in doing so. You can offer recommendations on the best tools and methods to use.

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.

Give Feedback

The Occupational Architecture Project is interative and dynamic


If you would like to provide feedback on this job role, or the job families, please click the button below.

Give Feedback