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EUC Support Lead

Requisition ID:  9733

Newcastle, GB

Contract Type:  Open Ended
Working Pattern:  Full Time
Posted Date:  10-Sep-2021


We are a world class research-intensive university. We deliver teaching and learning of the highest quality. We play a leading role in economic, social and cultural development of the North East of England. Attracting and retaining high-calibre people is fundamental to our continued success.


Salary: £31,406.00 - £32,817  per annum

Closing Date: 03 October 2021


Over the last 18 months, we have reimagined the way we deliver our University IT Services, forming a world-class IT department responsive to the needs of our global community. We’re growing significantly and we’ve created new opportunities and made changes to how we work. Our people have been at the centre of this change, with a particular focus on development and opportunities to learn new skills. 


The University is an exciting and dynamic place to work, dedicated to learning and research. You will be based on campus in the centre of Newcastle and have access to fantastic resources on-site and the opportunity to attend relevant conferences and training courses. Benefits include excellent pension; 25 days holiday (rising to 27 days after 5 years), 8 bank holidays plus an additional 4 discretionary closure days over the Christmas and New Year; discounted travel for the Metro and local bus services; and discounts for national retailers. 


The Role


This is an exciting opportunity to join the IT Team at Newcastle University. As the EUC Support Lead within the End User Computing and AV Team you will be responsible for helping maintain the EUC Support Service. This will be across the University for staff and students. 


You will be a senior member of the team, ensuring technical queries are addressed and acting as an escalation point. You will have experience in delivering high levels of support to a large and varied user base and will be able to work under pressure, prioritise and plan tasks as well as demonstrating flexibility and proactive approach to EUC Support. We are looking for excellent Team working skills and problem solving, The right candidate will act as a technical lead as well as a standard for team members. 

Informal enquiries may be made to Ken McGuinness, End User Computing & AV Manager at Ken.McGuinness@newcastle.ac.uk


Key Accountabilities


  • Provision of desktop support services for PC, Mac, mobile devices and peripherals, to ensure that associated problems and service requests are resolved within agreed timescales. This includes the deployment, installation and updating of software and the provision of advice to customers.
  • Responsible for the installation and replacement of equipment within Central Services and other open learning spaces and cluster rooms.
  • Provide advice upon installations of IT equipment in the wider University, particularly to Academic Units who have no IT support provision and to recommend solutions for access control requirements.
  • It will also include specialist software deployments, OS Deployments and Project Planning for Capital Projects and smaller Desk Moves or building changes.
  • Management of essential Systems Management Consoles such as MECM (SCCM), Active Directory, and bespoke Applications to maintain, adapt and analyse the core service deployments.
  • Act as an EUC subject matter expert (SME) utilising their extensive knowledge and experience, and use this to deliver excellence in operational support, project and change delivery and help in defining the future strategy
  • Act as a point of escalation for EUC issues whether they be related to support, change or project delivery
  • Act as a coach and mentor to other members of the team, share their knowledge and help to build up the capability of the team overall
  • Take responsibility for management of tasks and activities allocated to them by their manager and act as a deputy to the team manager if so required
  • Deliver any project or change related activity as part of wider NUIT or NU project teams
  • Engage with stakeholders across NUIT, and the wider as needed, to provide advice, consultancy, support and guidance in relation to this area
  • Understand and implement the Technology Roadmap and help to keep it up to date by being a subject matter SME
  • Ensure that policies, standards, procedures and guidelines are followed by the team, and input to those policies etc. as required
  • Any other reasonable duties that fall within the scope of the post, as allocated by the line manager


The Person (Essential)


Knowledge, Skills and Experience

  • Experience of delivering high quality EUC support services across the breadth of the University technology areas
  • Experience in delivering both in-person and remote support for EUC devices including relevant support technologies
  • Experience of supporting a diverse EUC technology environment including: Windows, Mac, Chrome, UNIX and UNIX like desktops, Android, iOS
  • Experience of managing stock planning, purchasing, distribution and collection for all relevant EUC devices
  • Interest in identifying and implementing new and innovative technologies to support customer needs, drive up quality and improve value
  • A working knowledge of Cybersecurity processes and practices is essential
  • Must be willing and able to obtain any certifications required for this role including security clearances, health and safety regulations, working in hazardous environments etc. Must be willing and able to work in all University settings including medical laboratories, human tissue laboratories, hazardous areas etc


Attributes and Behaviour

  • Solicits advice, support, championship, sponsorship and commitment from key stakeholders for the success of their team and work
  • Communicates ideas or positions in a persuasive manner that builds support, agreement or commitment
  • Encourages and facilitates collaboration, cooperation and results
  • Inspires, motivates and guides more junior team members
  • Supports organizational change agents to improve maturity and practices, in support of University goals and strategy
  • Mobilizes others within and outside of their team to support and enable change efforts
  • Analyses situations quickly and effectively to determine the best way to deliver the required result
  • Keeps their technical knowledge up to date and has a wider understanding of the
  • technology landscape inside and outside their area
  • Sets and accomplishes challenging goals
  • Defines standards in terms of doing what is appropriate and doing it well
  • Leads by example in delivering high quality outcomes that they take responsibility for


  • A bachelor’s degree or equivalent experience
  • A relevant technical qualification or equivalent technical experience


Newcastle University is committed to being a fully inclusive Global University which actively recruits, supports and retains staff from all sectors of society.  We value diversity as well as celebrate, support and thrive on the contributions of all our employees and the communities they represent.  We are proud to be an equal opportunities employer and encourage applications from everybody, regardless of race, sex, ethnicity, religion, nationality, sexual orientation, age, disability, gender identity, marital status/civil partnership, pregnancy and maternity, as well as being open to flexible working practices.


The University holds a silver Athena SWAN award in recognition of our good employment practices for the advancement of gender equality. The University also holds the HR Excellence in Research award for our work to support the career development of our researchers, and is a member of the Euraxess initiative supporting researchers in Europe.


Requisition ID: 9733