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End user computing engineer

Find out what an end user computing engineer in government does and the skills you need to do the job at each level.

Published 7 January 2020

What an end user computing engineer does

An end user computing engineer is responsible for managing the product life cycle of all service-raised incidents (incident control) and all service requests (request control), requiring the use of knowledge management. In this role, you will also be responsible for informing customers on progress and advising on workarounds where necessary, as well as the support and maintenance of end user services.

End user computing engineer role levels

There are 5 end user computing engineer role levels, from associate end user computing engineer to principal end user computing engineer.

The typical responsibilities and skills for each role level are described in the sections below. You can use this to identify the skills you need to progress in your career, or simply to learn more about each role in the Government Digital and Data profession.

1. Associate end user computing engineer

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

This role level is often performed at the Civil Service job grade of:

  • EO (Executive Officer)
  • HEO (Higher Executive Officer)
Skill Description

Incident management

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • identify and register incidents, gathering the required information and allocating it to the appropriate channel

Ownership and initiative

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • show an awareness of problem resolution processes
  • pass problems on to your team

Problem management

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

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

Service reporting

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • collate data from depositories and provide basic reporting

User focus

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

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

2. End user computing engineer

An end user computing engineer works on-site, maintaining hardware and fixing technical problems as quickly as possible.

At this role level, you will:

  • provide first-time resolution by troubleshooting and diagnosing or escalating faults (or both) to service desk managers, incident managers and problem managers to investigate and resolve
  • coach associates and share knowledge with team colleagues

This role level is often performed at the Civil Service job grade of:

  • EO (Executive Officer)
  • HEO (Higher Executive Officer)
Skill Description

Asset and configuration management

Level: working

Working is the second of 4 ascending skill levels

You can:

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

Change management

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • implement changes based on requests for change
  • apply change control procedures

Continual service improvement

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • show an awareness of developing process efficiency and common ways in which processes are optimised
  • support specific activities to improve development processes
  • spot or identify obvious deficiencies

Incident management

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • identify and register incidents, gathering the required information and allocating it to the appropriate channel

Ownership and initiative

Level: working

Working is the second of 4 ascending skill levels

You can:

  • own an issue until a new owner has been found or the problem has been mitigated or resolved

Problem management

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

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

Service focus

Level: working

Working is the second of 4 ascending skill levels

You can:

  • take inputs and establish coherent frameworks that work

Service management framework knowledge

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • You have a Level 3 service management framework qualification

Service reporting

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • collate data from depositories and provide basic reporting

Technical specialism

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • assist in technical support activities and carry out agreed or routine maintenance and administration tasks

Technical understanding

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • show an awareness of the relevant subject matter and a high level understanding of what it involves

Testing

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • correctly execute test scripts under supervision
  • understand the role of testing and how it works

User focus

Level: working

Working is the second of 4 ascending skill levels

You can:

  • identify and engage with users or stakeholders to collate user needs evidence
  • understand and define research that fits user needs
  • use quantitative and qualitative data about users to turn user focus into outcomes

3. Senior end user computing engineer

A senior end user computing engineer is responsible for managing the team but also gets involved in solving technical problems.

At this role level, you will:

  • manage, co-ordinate and prioritise tasks to resolve technical incidents as quickly as possible
  • work closely with infrastructure, capacity managers and availability managers to fix technical problems and identify and escalate repeat issues to the lead end user computing engineer, the incident or problem manager and software developers

This role level is often performed at the Civil Service job grade of:

  • HEO (Higher Executive Officer)
  • SEO (Senior Executive Officer)
Skill Description

Asset and configuration management

Level: working

Working is the second of 4 ascending skill levels

You can:

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

Change management

Level: working

Working is the second of 4 ascending skill levels

You can:

  • analyse and assess impact, and develop and document change requests
  • implement changes based on requests for change

Continual service improvement

Level: working

Working is the second of 4 ascending skill levels

You can:

  • identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions

Incident management

Level: working

Working is the second of 4 ascending skill levels

You can:

  • diagnose and prioritise incidents, investigate their causes and find resolutions

Ownership and initiative

Level: working

Working is the second of 4 ascending skill levels

You can:

  • own an issue until a new owner has been found or the problem has been mitigated or resolved

Problem management

Level: working

Working is the second of 4 ascending skill levels

You can:

  • initiate and monitor actions to investigate patterns and trends to resolve problems
  • effectively consult specialists where required
  • determine the appropriate remedy and assist with its implementation
  • determine preventative measures

Service focus

Level: working

Working is the second of 4 ascending skill levels

You can:

  • take inputs and establish coherent frameworks that work

Service management framework knowledge

Level: awareness

Awareness is the first of 4 ascending skill levels

You can:

  • You have a Level 3 service management framework qualification

Service reporting

Level: working

Working is the second of 4 ascending skill levels

You can:

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

Technical specialism

Level: working

Working is the second of 4 ascending skill levels

You can:

  • use management system software and tools
  • use logical schemata to investigate problems, collect performance statistics and create reports
  • carry out the routine configuration, installation and reconfiguration of database and related products
  • optimise performance and forecast resource needs

Technical understanding

Level: working

Working is the second of 4 ascending skill levels

You can:

  • understand the core technical concepts related to the role, and apply them with guidance

Testing

Level: working

Working is the second of 4 ascending skill levels

You can:

  • review requirements and specifications, and define test conditions
  • identify issues and risks associated with work
  • analyse and report test activities and results

User focus

Level: working

Working is the second of 4 ascending skill levels

You can:

  • identify and engage with users or stakeholders to collate user needs evidence
  • understand and define research that fits user needs
  • use quantitative and qualitative data about users to turn user focus into outcomes

4. Lead end user computing engineer

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.

This role level is often performed at the Civil Service job grade of:

  • SEO (Senior Executive Officer)
  • G7 (Grade 7)
Skill Description

Asset and configuration management

Level: working

Working is the second of 4 ascending skill levels

You can:

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

Change management

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

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

Continual service improvement

Level: working

Working is the second of 4 ascending skill levels

You can:

  • identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions

Incident management

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • lead the investigation and resolution of incidents

Ownership and initiative

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

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

Problem management

Level: working

Working is the second of 4 ascending skill levels

You can:

  • initiate and monitor actions to investigate patterns and trends to resolve problems
  • effectively consult specialists where required
  • determine the appropriate remedy and assist with its implementation
  • determine preventative measures

Service focus

Level: working

Working is the second of 4 ascending skill levels

You can:

  • take inputs and establish coherent frameworks that work

Service management framework knowledge

Level: working

Working is the second of 4 ascending skill levels

You can:

  • You have a Level 3 service management framework qualification
  • demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library)

Service reporting

Level: working

Working is the second of 4 ascending skill levels

You can:

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

Technical specialism

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

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

Technical understanding

Level: working

Working is the second of 4 ascending skill levels

You can:

  • understand the core technical concepts related to the role, and apply them with guidance

Testing

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

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

User focus

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

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

5. Principal end user computing engineer

A principal end user computing engineer owns the strategy roadmap and leads on resourcing, learning and development for their team. At this level, you look at the bigger picture and understand trends in the business.

This role level is often performed at the Civil Service job grade of:

  • G7 (Grade 7)
  • G6 (Grade 6)
Skill Description

Asset and configuration management

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • manage configuration items, related information, service compliance and risks

Change management

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

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

Continual service improvement

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • analyse current processes, and identify and implement opportunities to optimise them
  • lead and develop a team of experts to deliver service improvements
  • help to evaluate and establish requirements for the implementation of changes by setting policy and standards

Incident management

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • lead the investigation and resolution of incidents

Ownership and initiative

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

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

Problem management

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • ensure that the right actions are taken to investigate, resolve and anticipate problems
  • co-ordinate the team to investigate problems, implement solutions and take preventive measures

Service focus

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • see the bigger picture by taking groups of services and investigating how to get the best of underlying services

Service reporting

Level: practitioner

Practitioner is the third of 4 ascending skill levels

You can:

  • use your data analytics skills to enhance business performance

Technical specialism

Level: expert

Expert is the fourth of 4 ascending skill levels

You can:

  • understand the direction of future technologies
  • deliver a model to support and maintain those future technologies and any databases that coexist in the current environment

Technical understanding

Level: working

Working is the second of 4 ascending skill levels

You can:

  • understand the core technical concepts related to the role, and apply them with guidance

Testing

Level: expert

Expert is the fourth of 4 ascending skill levels

You can:

  • manage testing activities within development or integration activities
  • manage risks and take preventative action when risks become unacceptable
  • manage customer relations

User focus

Level: expert

Expert is the fourth of 4 ascending skill levels

You can:

  • give direction on which tools or methods to use
  • demonstrate experience in meeting the needs of users across a variety of channels
  • bring insight and expertise in how user needs have changed over time to ensure they're met by the business
  • apply strategic thinking to provide the best service for the end user
Role Shared skills
Application operations engineer

Incident management

Ownership and initiative

Problem management

User focus

Asset and configuration management

Change management

Continual service improvement

Service focus

Service management framework knowledge

Technical specialism

Technical understanding

Testing

Infrastructure operations engineer

Incident management

Ownership and initiative

Problem management

User focus

Asset and configuration management

Change management

Continual service improvement

Service focus

Service management framework knowledge

Technical specialism

Technical understanding

Testing

Change and release manager

Incident management

Ownership and initiative

Problem management

User focus

Asset and configuration management

Change management

Continual service improvement

Service focus

Service management framework knowledge

Technical understanding

Command and control centre manager

Incident management

Ownership and initiative

Problem management

User focus

Asset and configuration management

Change management

Continual service improvement

Service focus

Service management framework knowledge

Technical understanding

Incident manager

Incident management

Ownership and initiative

Problem management

User focus

Asset and configuration management

Change management

Continual service improvement

Service focus

Service management framework knowledge

Technical understanding