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Are you organised and have an eye for detail?Do you have a logical mindset, able to understand technical issues and resolve them swiftly?Are you willing to learn / develop yourself and have a Career in ICTJoin Our Team as an Associate End User Computing EngineerWe’re looking for a proactive and detail-oriented Associate End User Computing Engineer to join our ICT team. In this role, you’ll play a key part in managing and monitoring the council’s technical assets throughout their lifecycle—from procurement to disposal—ensuring compliance with internal policies, licensing regulations, and relevant legislation.You’ll support the effective management of corporate hardware and software licences, working closely with colleagues across the ICT service to maintain accurate asset records and ensure licence compliance. You’ll also assist our ICT Asset Management Officer with day-to-day operations of the ICT store, helping to keep our systems running smoothly.You’ll work alongside our 2nd Line End User Computing Engineers, providing hands-on technical support. This includes visiting both internal and external sites to diagnose faults, install or remove ICT equipment, and resolve 2nd line issues on end user devices.What you’ll need:<ul><li>A full UK driving licence and access to a vehicle for work-related travel.</li><li>A keen eye for detail and a methodical approach to asset and licence management.</li><li>A collaborative mindset and willingness to support colleagues across the ICT service.</li><li>A technical mindset with logical problem-solving skills.</li></ul>If you’re ready to take the next step in your ICT career and contribute to a dynamic, service-focused team, we’d love to hear from you.ICT are seeking an Associate End User Computing Engineer to join the team at level A. This is the entry point of the role, so you will need to be able to demonstrate the relevant knowledge, experience and skills to get you started, but you will be supported to develop in your role through induction, probation and a supportive Performance Appraisal and Career Conversation. All elements of level A listed within the person specification are essential. Through your induction you will be introduced to the Career Progression Framework (CPF), which will help you to identify your areas of strength and any development needs. If you would like to have an informal discussion with the recruiting manager, please call ICT Business Support Manager on 01634 332789.Career Progression Frameworks (CPF) have been introduced for all roles at Medway Council. These frameworks provide a mechanism for employees to take ownership of their development within their post and be rewarded accordingly. This means that the salary you will be offered will be at level A unless, based on an assessment against the CPF criteria, you demonstrate that you are meeting the criteria of level B or C. There will be further opportunity once in post to progress from level A to B, and B to C. When writing your application, it is important to ensure you identify your suitability against the requirements of the job profile, as this information will be used for shortlisting and may contribute to the CPF assessment. Your application may be rejected if the minimum required criteria is not met. Further information relating to the requirements for this role can be found in the CPF Guidance document attached. The person specification of a job profile is split into three levels: Level A details the essential criteria that all applicants must be able to demonstrate through their application and interview. Level B details the developed competencies that an individual who is practised in this role would be able to demonstrate and will be a progression of knowledge, experience and skills from level A. Level C requires the highest level of competence and applicants would need to fully meet and demonstrate all aspects of the job profile, including qualifications, knowledge, skills and experience.Important Information- Applicants must be able to demonstrate all essential requirements as listed in the job profileFor further information, and for details of the benefits of working for Medway Council, please refer to the Medway information pack available as a download or to view online. Please be advised that if you are not contacted within 3 weeks of the advert closing date then you have not been shortlisted. All recruitment correspondence, including interview letters and contracts of employment will usually be sent out via email. Please visit <a href="http://www.mindfulemployer.net/" target="_blank">http://www.mindfulemployer.net/</a> for information on how Medway Council put good practices in place to ensure employees and job applicants who declare mental health issues receive the right level of support.We reserve the right to close this vacancy at any time prior to the closing date.





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Medway Council

This is Medway

Associate End User Computing Engineer

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IT Service Management Specialist Grade 9 – £54,267–£58,461pa About the Job We’re seeking a dynamic and experienced IT Service Management Specialist to lead the delivery of high-quality IT services across the Council. This role is central to ensuring operational excellence through the application of ITIL principles, with a strong focus on Major Incident Management, Problem Management, and Service Level performance. Main duties and responsibilities include: <ul>
<li>Leading the Council’s response to Major Incidents, ensuring swift coordination, resolution, and communication across stakeholders.</li> <li>Managing the Problem Management lifecycle—diagnosing root causes, implementing preventative measures, and maintaining documentation within the configuration management system.</li> <li>Monitoring and reporting on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure consistent and reliable service delivery.</li> <li>Overseeing third-party support contracts, negotiating service credits, and enforcing contractual terms to maintain high standards.</li> <li>Maintaining and publishing a clear and accessible Service Catalogue, ensuring users understand available services and how to access them.</li> <li>Managing IT assets issued to end-users, including secure storage, distribution, reassignment, and disposal.</li> <li>Supporting financial planning and budget monitoring, identifying risks to expenditure and providing timely reports.</li> <li>Deputising for the Head of IT Service Delivery and participating in out-of-hours support on a rota basis (additional payment provided).</li> <li>Leading stakeholder engagement strategies, including complaint handling, issue resolution, and lessons learned.</li> <li>Promoting financial and commercial awareness to ensure value-for-money service delivery.</li> <li>Maintaining accurate records of systems, services, contracts, and assets in the Configuration Management Database (CMDB).</li> <li>Supporting risk identification, assessment, and mitigation across IT service delivery.</li> </ul> About You Experience: We’re seeking a candidate who brings: <ul>
<li>A degree or equivalent work-related attainment or experience.</li> <li>Relevant certifications aligned with ITIL and service management (e.g., ITIL Foundation or Practitioner).</li> <li>Proven experience in managing major incidents, problem resolution, and service level performance.</li> <li>Strong understanding of ITIL processes and their impact on service delivery and user experience.</li> <li>Experience managing supplier relationships and contractual obligations.</li> <li>Excellent communication and stakeholder engagement skills.</li> <li>Leadership in operational management and collaborative working across diverse teams.</li> </ul> Please view the Job Profile&nbsp;(here) For an informal discussion about the post, please contact <a href="mailto:Lee.Osbourne@havering.gov.uk" target="_blank">Lee.Osbourne@havering.gov.uk</a> Closing date: 18th September 2025 Please note: We may close the vacancy early if interest is high. You will be notified if your application has been successful. Interview date to be confirmed. If you need help with your online application, contact the Recruitment Helpdesk on 01708 432770. Additional Information We want everyone to choose Havering. When you apply for a job with us, your application is considered on its merits regardless of your age, disability, ethnicity, faith, gender identity or sexual orientation. Our residents and service users come from all walks of life, and so do our employees. Find out what it means to Choose Havering. The London Borough of Havering has important responsibilities for safeguarding and promoting the welfare of children, young people and vulnerable adults. If you are appointed to a job that involves working with these groups, you may be subject to a Disclosure and Barring Service (DBS) check. Please attach your supporting statement, explaining in no more than x2 A4 sides why and how you meet the criteria for this role. We practice anonymised recruitment. Please ensure that you remove all personal information from any documents that you upload.

London Borough of Havering

IT Service Management Specialist

2 IT Support Jobs in Gillingham, UK