End User Support Analyst

Overview

Element has an opportunity for an End User Support Analyst to join our team and support our London HQ.

In this highly visible role, you will provide executive support to the C-suite while also delivering high-quality technical support to end users across the wider organisation. The role focuses on resolving incidents and service requests, supporting workplace technology, and ensuring an excellent customer experience through timely, professional, and effective IT support.

Working as part of the Technology Operations Centre (TOC), you will troubleshoot hardware, software, mobile devices, collaboration tools, and business applications while contributing to continual service improvement andmaintainingagreed service levels.

Please note that this is a hybrid role, with an expectation of being onsite at our Covent Garden office a minimum of two days per week. However, you will need to be flexible, as additional onsite attendance may be required to meet business demands during busy periods.

End User Support

• Provide C-Suite Level Support within the London HQ office.
• Provide first and second-line technical support to employees across multiple locations.
• Diagnose and resolve incidents relating to desktops, laptops, mobile devices, printers, peripherals, and business applications.
• Manage incidents and service requests through the IT Service Management (ITSM) platform, ensuringaccurateticket updates and documentation.
• Prioritise workload in accordance withagreed Service Level Agreements (SLAs).
• Escalate complex issues to specialist support teams when required.
• Deliver an exceptional customer experience through professional communication and ownership of issues.

Device Management

• Build, configure, deploy, and support Windows and Apple devices.
• Support Microsoft 365 applications including Outlook, Teams, One Drive, SharePoint, and Office.
• Manage user accounts, permissions, and access request sin accordance with security policies.
• Support hardware lifecycle activities including provisioning, asset management, repairs, replacements, and returns.

Operational Support

• Participate in onboarding and offboarding activities, ensuring new starters and leavers are
• processed efficiently.
• Support meeting room technology, conferencing solutions, and collaboration equipment.
• Assist with office moves and workplace technology deployments.
• Contribute to software installations, updates, and standardisation activities.

Documentation & Knowledge Management

• Create andmaintaintechnical documentation and knowledge articles.
• Record troubleshooting steps and resolutions to improve first-time fix rates.
• Ensure asset records and configuration information remain accurate.

Continuous Improvement

• Identify recurring issues and recommend service improvements.
• Support IT projects, technology refreshes, and rollout activities.
• Participate in testing and user acceptance activities where required.
• Share knowledge with colleagues and contribute to a collaborative team environment.

Hybrid Working

• This role operates under a hybrid working model.
• Employees are expected to worka minimum of two days per week from the London HQoffice.
• Additional office attendancewillberequiredto support business priorities,including the operating and finance board meetings and town hall events.
• Flexibility is expected to ensure the needs of the business and our customers are met.

Essential

• Previous experience in an IT Service Desk or End User Support environment.
• Strong troubleshooting skills across Windows desktop operating systems.
• Experience supporting Microsoft 365.
• Knowledge of Active Directory or Microsoft Entra  administration.
• Experience supporting laptops, desktops, printers, mobile devices, and peripheral hardware.
• Excellent customer service and communication skills.
• Strong organisational and time management skills.
• Ability to prioritise work in a fast-paced environment.
• Experience using an IT Service Management platform.

Desirable

• Experience supporting Apple macOS and iOS devices.
• Knowledge of Microsoft Intune or other endpoint management platforms.
• Experience with Azure, Microsoft Entra , or endpoint security tools.
• ITIL Foundation certification.
• Experience…