End User Support Analyst

End User Support Analyst (EUS Analyst)

Provide onsite IT support for colleagues, covering all end‑user devices such as iPhone, iPad, PC, laptop, and more. Utilize strong technical skills to resolve incidents and fulfil service requests. When appropriate, act as an interface for other activities such as IT Service Desk, Major Incident Management, Asset Management, Change Management, and Problem Management.

We are looking for an experienced End User Support Analyst who takes a customer‑first approach in all end‑user support interactions. The analyst will share and support the vision for service excellence and identify opportunities to develop this vision further.

Technical responsibilities include resolving incidents and fulfilling service requests across all supported IT devices in accordance with agreed service levels. Where technical responsibilities dictate, liaise with other internal support teams, internal senior management, and suppliers on the day‑to‑day management of incidents and service requests. The analyst will identify key issues and risks, escalating promptly to line management, attend and actively participate in team meetings, and drive quality during all aspects of work.

• Perform advanced troubleshooting across Windows/macOS, Microsoft 365 apps, and common end‑user tooling (profiles, add‑ins, authentication, connectivity).
• Support endpoint management and deployment activities (imaging/provisioning, software deployment, patching).
• Administer and support identity and access tasks (e.g., Active Directory / Entra , group, and access changes) within agreed policies.
• Manage MDM activities for mobile devices (enrolment/unenrolment, policies/profiles, compliance, remote actions).
• Troubleshoot hardware and peripherals (laptops, iPhones/iPads, docks, monitors, headsets), coordinating repair/replacement where needed.
• Investigate recurring issues and contribute to problem management (trend analysis, root cause, workaround/permanent fix recommendations).
• Escalate to third‑line/third parties with clear diagnostics, logs, and reproduction steps; track to resolution.
• Maintain high‑quality ticket notes, asset records, and knowledge articles, and coach/enable colleagues through documentation and handovers.

• A strong customer‑service mindset
• Highly technical, with the ability to diagnose complex issues and apply structured troubleshooting.
• Professionalism and a keen attention to detail
• Ability to prioritise and manage competing demands in a fast‑paced environment
• A collaborative, team‑focused approach
• Be comfortable travelling to other offices from time to time

At Eversheds Sutherland, “Inclusive” is a core business value. We foster diversity of thought and provide a respectful, collaborative environment. We monitor and report on our diversity progress and encourage flexible working arrangements where possible. All qualified applicants are encouraged to apply, in accordance with EEO principles.