Scottish Government
End User Computing Engineer
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This role is open to internal candidates and Common citizenship [https://www.jobs.gov.scot/common-citizenship] organisations only.
Do you thrive on solving IT problems, supporting users and delivering excellent customer service? If the answer is yes, then this exciting opportunity could be for you.
Our IT Services business area provides technology for the services National Records of Scotland (NRS) delivers to our customers, including Architecture & Business Analysis, Project and Programme Delivery, Service Management, Cyber Security, Infrastructure Engineering & Support, Data Engineering & Support, Application Engineering & Support and Testing services.
You will, as End User Computing Engineer, work within the IT Service Management team, who are responsible for ensuring service availability, performance and process maturity across our IT Services, specifically SLA Management, Change, Problem, Incident and Asset Management, as well as request fulfilment and hybrid working support.
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Responsibilities
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- Maintain secure configurations and accurate information for IT assets across one or more significant areas, including verifying asset locations and status, implementing change requests, and applying change control procedures under supervision.
- Support the improvement and optimisation of development processes by demonstrating awareness of process efficiency, contributing to specific improvement activities, and identifying obvious deficiencies.
- Identify, log and allocate incidents to the appropriate channel, gathering all required information and taking ownership of issues until transferred, mitigated or resolved.
- Investigate problems affecting systems, processes and services, understanding whether issues are strategic, tactical or operational, and contribute to the implementation of remedies and preventative measures.
- Take inputs from multiple sources to establish coherent frameworks, demonstrate awareness of ITIL lifecycle and capability elements, and collate data from repositories to produce basic reports.
- Assist with technical support activities, carrying out agreed routine maintenance and administration tasks while maintaining awareness and a high-level understanding of relevant subject matter.
- Correctly execute test scripts under supervision, understanding the purpose of testing, its role within delivery, and how testing activities are performed.
- Identify and engage with users and stakeholders to gather evidence of user needs, define appropriate user research approaches, and use quantitative and qualitative data to translate user needs into outcomes.
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