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End User Services Engineer

Job Description

Job Description

You will have the opportunity to add value on a daily basis, resolving business critical computing issues for end users. You will also be expected to build credibility with stakeholders through a customer-facing presence at our IT Service Desk or pITstop (drop-in service) and tackle a wide variety of tasks such as providing technical meeting room support and desk assistance. There are also lots of opportunities for career development, contributing to projects to enhance the users experience through hardware and software upgrades.

This is a role that would be suitable for an experienced End User Services support engineer interested in taking on additional responsibilities with the potential to become a future leader within our organisation.

The Role

  • Providing high quality end user support for all Cambridge University Press and Assessment staff accurately resolving and fulfilling incidents and service requests, both locally onsite and remotely.

  • Taking ownership of incidents and service requests and acting on own initiative to ensure customer needs are fully met

  • Liaising with multiple resolver groups, third parties and managers in order to ensure effective customer service delivery.

  • Providing support for the customer-facing service called pITstop and meeting rooms including planned weekends as needed inside of your weekly working hours.

  • Delivering SCCM / Endpoint Management administration (this involves managing 6000+ machines, deploying software, patches and hotfixes).

  • Creating and maintaining documentation on services and applications.

  • Project work including; network, hardware, and system upgrades as required.

Candidate Description

We are looking for someone to join the local team of 10 in Cambridge (part of a wider team across the UK totalling 15) who can provide an effective and efficient end user service support across the whole of Cambridge University Press & Assessment. This is critical to the smooth running of our everyday functionality as the ability to deliver efficient support for our customers can mean the difference between success and failure in a time of heightened need, which impacts on organisational reputation., Excellent time management skills Expertise with End User computing solutions and applications Excellent analytical, problem-solving, and mathematical skills. Excellent written and oral communication skills. Excellent listening and interpersonal skills. Self-motivated and able to act on own intuition, Extensive experience with end user technologies:

  • Microsoft (Office) 365 Suite of applications

  • Endpoint Manager / SCCM / Intune

  • Ivanti ITSM Service Management Tool / Ticketing system (or equivalent)

  • Windows Operating Systems

  • Video Conferencing solutions - Polycom, Lenovo, Logitech, Surface Hubs

  • Microsoft Teams & Call routing / Telephony

  • Proven scripting, coding & automation skills (Batch / Powershell / PowerAutomate / PowerApps)

  • Microsoft Exchange Online (or Premises)

  • VDI Solutions - Citrix and / or VMware

  • In depth knowledge of IT end-to-end incident management including a knowledge of incident management tools and best practises. (Desirable)

  • Proficiency in process formulation, process improvement and communication to others (Desirable)

    Desirable In depth knowledge of IT end-to-end incident management including a knowledge of incident management tools and best practises.

    Desirable proficiency in process formulation, process improvement and communication to others


    Ability to effectively prioritise and execute tasks in a fast-paced environment. Highly self-motivated and directed. Team player Keen attention to detail.

    Strong understanding of customer centricity and service orientation focusing on business satisfaction Behaviour aligned with the company's values of Collaboration, Innovation & Improvement, Openness and Responsibility

Employer Description

We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation, and a proud part of the University of Cambridge.

This is an exciting time to join Cambridge University Press and Assessment as we transform our core IT systems to achieve our ambitious goal of delivering qualifications to 100 million learners worldwide. Your critical role will be to ensure our hard-working teams based in Coventry, the rest of the UK and internationally can make this a reality by applying your expertise in End User Computing support., Cambridge University Press & Assessment is committed to being a place where anyone can enjoy a successful career, where it's safe to speak up, and where we learn continuously to improve together. We welcome applications from all candidates, regardless of demographic characteristics (age, disability, educational attainment, ethnicity, gender, marital status, neurodiversity, religion, sex, and sexual identity), cultural, or social class/background.

We believe that diversity of thought, background, and approach create better outcomes. More importantly, fostering an inclusive culture is the right thing to do, and it's part of how we achieve our purpose: to contribute to society through the pursuit of education, learning and research at the highest international levels of excellence. Ensuring that anyone, no matter who they are, feels they belong here is an essential part of who we are and the contribution we make to society, and to our planet.

To enable an environment which our people can thrive in, our customers benefit from, and where work complements life, we empower everyone to manage their time and capacity, and to prioritise their wellbeing. That's why from day one everyone at Cambridge University Press & Assessment can discuss flexible working options to find the best solution for them and their role., Cambridge University Printing House, Shaftesbury Road, Cambridge, Cambridgeshire, UK, CB2 8BS Loading… Open In Google Maps Loading… Enlarge Map Loading