End User Services Engineer

Business Area: IT

Place of Work: London

Contract Type: Fixed Term Contract

When you join USS, the size and scale of our pension scheme means you will have numerous opportunities to learn and develop your career. Given our size you'll have real autonomy and influence as you collaborate closely with a wide-ranging team of experts.

About the role

In your role as End User Services Engineer you will make a meaningful and valued contribution from the outset. This role will provide a great opportunity to provide end user support across the USS estate - onsite support to Liverpool and London sites in addition to remote support to hybrid workers.

You will aim to deliver the best possible IT support service to USS as well as be responsible for core user facing services; Teams meeting rooms, printers’ & end user devices (laptops, phones, ipads).

In addition, you will be supporting the build of IT equipment and problem diagnosis to ensure speedy resolution of issues.
This role is based on site 5 days a week

What you will be doing

As a trusted part of the IT team you will be responsible for:

• End User support

• Analysis, updating and resolving service request tickets within SLA’s.
• Troubleshoot desktop, telephony, software and printing issues.
• Incident investigation and resolution
• Engagement with technicians & suppliers to resolve issues
• Document all work to comply to standards
• Physical installation and configuration of desktops, laptops mobile phones
• Decommission laptops and phones as per documented procedures
• To engage fully & effectively with the USS Technology Services Team.
• Provide full and effective communications to the End User Services Manager & the USS Business on the delivery of the ITSD service.
• Occasional coverage of the Service Desk as required.

• Preventative onsite checks
• Morning & afternoon checks
• Ensure meeting room equipment is configured for critical meetings to be successful
• Partake in wide body of projects
• OS upgrades
• Mobile device rollouts
• Configuration & deployment of Teams meeting room equipment

About you

We know that sometimes people can be put off applying for a job if they don't tick every box, if you're excited about working for us and have most of the skills or experience we're looking for, then please apply, regardless of whether you meet all the requirements outlined in this profile.

To be successful in the role you will:

• Have experience in a customer facing role with evidenced service improvement focus
• Have strong technical knowledge of building various IT hardware.
• Be able to diagnose hardware issues to quickly and effectively complete problem diagnosis & resolution.
• Be able to provide assistance to users in a professional manner following agreed procedures for further help or escalation of request.
• Maintain accurate records of user requests, contact details and outcome.
• Provide timely feedback and updates to users following agreed procedures, receives and handles requests for support, provides information to enable problem resolution and promptly allocates unresolved calls as appropriate.
• Have delivery experience with a background in ITIL
• Have experience of working in an IT environment and an understanding IT metrics and data
• Be able to produce accurate reports
• Have experience of using MS Offices products – Excel, PowerPoint and Outlook – to an intermediate level
• Have a high level of accuracy and attention to detail
• Be able to work effectively in a team or autonomously
• Be able to prioritise, manage and perform under pressure
• Work effectively under pressure to a high standard and to strict deadlines
• Maintain excellent verbal and electronic communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organisation
  
  Desirable Technical skills / Experience
• SCCM experience
• Microsoft Windows 11
• Microsoft Office365 product suite
• Active Directory administration
• Azure / Exchange Online / Intune administration experience desirable
• Mobile phone technology

At USS, every individual contributes to building a secure financial future for our members and their families. We strive to create a work environment where everyone can thrive professionally while making a meaningful impact on the lives of others. We're also committed to helping you build your career by providing opportunities for development. We put a focus on recognising and supporting each individual's unique career path, driving this forward with the support of an engaged and proactive management team. Here at USS, we want you to thrive in and out of work with a friendly team, flexible culture and excellent range of benefits!

How we will reward you

• Great starting salary
• Generous annual leave package
• Access to a high quality pension scheme provided through Universities Superannuation Scheme
• Supportive people policies (including enhanced occupational sickness pay and family friendly pay)
• Financial contributions towards your personal development to help you maintain your physical and mental wellbeing
• Access to a range of health and wellbeing services i.e., private healthcare, discounted gym membership
• Learning and development opportunities to develop your skills, knowledge and talent
• Employee Volunteer Day’s to support the communities where you work and live
• Cycle to Work Scheme
  
  

Our people are what makes us different. We work together to create a diverse and inclusive culture that embraces individuality, where people are welcomed and feel comfortable in the knowledge that they can be themselves. Our purpose firmly states the importance of members, putting them ‘front and centre’ of what we do. This is embedded through our values:

• Integrity
• Collaboration
• Excellence
  
  

Universities Superannuation Scheme (USS) was established in 1974 as the principal pension scheme for universities and other higher education institutions in the UK. We work with around 330 employers to help build a secure financial future for almost 577,000 members and their families. We are one of the largest private defined benefit pension schemes in the UK, with total assets of around £76.8bn (at 31 March 2025). To find out more, please visit https://www.uss.co.uk

USSL is proud to be an equal opportunity employer. We strive to ensure our recruitment process is as flexible and inclusive as possible so we can attract diverse candidates and recruit the best talent. We want all candidates to perform at their best during the recruitment process, so if you need any reasonable adjustments or if there is anything we can do to help support you through your recruitment journey please let us know by contacting resourcing@uss.co.uk.