DVLA End User Computing Engineer

What is an End User Computing Engineer?

An End User Computing Engineer (EUC) 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’ll also be responsible for informing customers on progress and advising on workarounds where necessary, support and maintenance of end-user services as well as hardware installation and moves.

The EUC role is part of the Government Digital and Data profession. EUCs are primarily responsible for the technical analysis, specification, documentation, implementation, maintenance and troubleshooting of end-user computing services to support mission-critical business processes for the organisation. They’ll focus on excellent prioritisation, responsiveness, and customer service.

What does a EUC do in DVLA?

EUCs provide a seamless service to users at DVLA from hardware supply and support, print management services, application support and deployment, and support from the operating system to operational applications.

They also provide a ‘remote worker’ service, which gives DVLA laptop users across the agency the capability to work remotely and securely from any location. This service provides home workers with the necessary desktop services to access DVLA systems.

EUCs are responsible for:

providing deskside support
IMAC (installation, moves and changes)
build and configuration of PCs and laptops
management of IT assets including all hardware, peripherals, cables and spares

What transferrable skills should a EUC engineer possess?

You will need the following skills for this role, although the level of expertise for each will vary, depending on the role level.

Ownership & Initiative
- take ownership of problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements
- take full accountability for the actions taken and decisions made
Continual service improvement
- identify and explore opportunities for service and business improvement
- produce analysis and identify, prioritise, and implement improvements and efficiencies, ensuring that the organisation gets maximum value from services
- recognise the potential for automation of processes, determine costs and benefits of new approaches, and manage change or assist implementation where needed
Problem Management
- understand and identify problems, analyse and help to identify the appropriate solution
- classify and prioritise problems, document their causes and implement remedies
Service focus
- maintain focus on the whole life of service delivery (designing, developing, delivering and operating)
- ensure that a set of IT products, suppliers and vendors come together to deliver an IT service
User focus
- understand users and identify who they are and what their needs are, based on evidence
- translate user stories and propose design approaches or services to meet these needs
- engage in meaningful interactions and relationships with users
- show that you put users first and can manage competing priorities

Training

You’ll need to keep up to date with the latest developments in the field as new technologies are constantly being developed. You can boost your knowledge by studying for industry qualifications.