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End User Computing Engineer

Premium Job From Cambridge Assessment
Recruiter: Cambridge Assessment
Listed on: 11th January
Location: Coventry
Salary Notes: £27,200 to £38,200 (Depending on experience)
Type: Permanent
Start Date: ASAP

What it's about

This is an exciting time 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.

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 helpdesk pITstop 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 Desktop Support Engineer interested in taking on additional responsibilities with the potential to become a future leader within our organisation.

Why Coventry?

Coventry provides a city lifestyle whilst also offering countryside retreat for those who enjoy the outdoor life; it has excellent transport links to Birmingham and London and is a stone's throw away from Shakespeare's birthplace, Stratford-upon-Avon. Coventry has big plans for future development as the UK's City of Culture 2021; it will also host the 2022 Commonwealth Games.  It has a rich heritage with lots to see and do, including the Godiva music festival every year.

What you'll be doing

  • Providing high quality support for all Cambridge 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
  • Monitoring, creating and publishing KPIs on key SMEs areas
  • Liaising with multiple resolver groups, third parties and managers in order to ensure effective customer service delivery.
  • Providing support for the customer-facing IT helpdesk pITstop and meeting rooms including planned weekends as needed inside of your weekly working hours.
  • Creating and maintaining documentation on services and applications.
  • Project work including; network, hardware, and system upgrades as required.

What we're looking for

We are looking for someone to join the local team in Coventry (part of a wider team across the UK) who can provide an effective and efficient end user support across the whole of Cambridge 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.


  • Desirable ITILv3 Foundation
  • Desirable IT qualification, Microsoft, A+ etc.
  • Desirable NVQ or A level or higher educational qualification


  • Excellent time management skills
  • Expertise with Desktop Services technologies
  • Expertise with End User computing solutions and applications
  • Exceptional analytical, problem-solving, and mathematical skills
  • Excellent written and oral communication skills, inluding listening and interpersonal skills.


  • Multiple years' experience working in End User Computing / I.T. Support, team-oriented, collaborative, and customer focus environment.
  • In depth experience in incident and request fulfilment processes
  • Experience with end user technologies such as:
    • 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, Surface Hubs
    • Microsoft Teams or Skype for Business Telephony solutions
    • 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)

The successful candidate will have the ability to effectively prioritise and execute tasks in a fast paced environment, in order to do this they will need excellent attention to detail and a strong understanding of customer centricity and service orientation focusing on business satisfaction. They will be highly self-motivated and directed as well as having their behaviours strongly aligned with the company's values of Collaboration, Innovation & Improvement, Openness and Responsibility

Who we are 

Cambridge Assessment is Europe's largest assessment group, incorporating three major awarding bodies. It plays a leading role in researching, developing and delivering assessment to eight million candidates in 170 countries every year. The Group is a department of the University of Cambridge and a not-for-profit organisation.

This is an excellent opportunity to join a market leader and be rewarded with valuable learning opportunities, a competitive salary and benefits.

In addition to a competitive salary, we offer a comprehensive package of benefits to help with your life both inside and outside of work:

  • Generous contributory pension
  • 28 days annual leave, plus bank holidays 
  • Annual performance related bonus and increases (discretionary) 
  • Enhanced maternity/paternity pay
  • Employee discount and cash back scheme at 2,500 retailers 
  • Cycle scheme 
  • Season Ticket Loan
  • Subsidised staff restaurants
  • Support for professional qualifications
  • Discounted access to the University of Cambridge Sport Centre, along with various other local gyms.

We know that diversity of thinking, backgrounds and approaches lead to innovation and create an atmosphere where everyone's contribution is valued. As well as wanting to create diverse teams, we also value diversity in the way our people approach their work. Work/life balance is important to us at Cambridge Assessment and we offer our colleagues a range of flexible working options according to the needs of the business and the individual, so please let us know of any flexible working requirements when applying and we can see how we can support you.

The closing date for receipt of applications is 14 February and interviews will be held whilst this advert is open, so we reserve the right to close before the deadline.

To apply, please upload your CV and covering letter by clicking the APPLY button.

If you're successful at interview stage we will ask you to undergo background screening (carried out by Credence Background Screening Ltd), to ensure that all information provided to us is accurate. We wish you all the very best with your application.


Contact Name: Cambridge Assessment
Reference: TJ/4353/630137901
Job ID: 2886457

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