End User Support Specialist

End User Support Analyst – Up To £40,000 – Permanent - London (5 Days Onsite)

We have an exciting opportunity for an End User Support Analyst to join a dynamic IT Support team based in London. This is a hands‑on role where you’ll act as a key point of contact for end users, delivering high-quality technical support and ensuring a smooth and efficient workplace technology experience.

This role is ideal for someone with prior IT support experience who is keen to further develop their technical expertise within a fast-paced, customer-focused environment.

As part of the End User Compute team, you will be responsible for supporting the day-to-day delivery of IT services across the business. You will diagnose and resolve technical issues, manage service requests, and contribute to continuous improvements in IT support services.

• Act as a primary point of contact for end user incidents and service requests
• Provide support across desktops, laptops, mobile devices, printers, telephony, and peripherals
• Troubleshoot and resolve issues, liaising with wider IT teams when required
• Manage tickets through Service Now, email, and telephone channels
• Ensure timely resolution of requests while maintaining clear communication with users
• Create and maintain accurate knowledge base documentation
• Support hardware and software maintenance, including break/fix tasks
• Manage hardware inventory and device lifecycle activities
• Administer system access, security, and anti‑virus controls
• Support Joiners, Movers, and Leavers (JML) processes
• Build and configure end user devices
• Perform desk setups, office moves, and proactive meeting room checks
• Conduct site visits and provide on‑site support where required
• Monitor trends and identify potential service improvements
• Contribute to ongoing service optimisation and best practice adoption

• Proven experience in an IT support or service desk environment
• Strong customer service mindset with a passion for delivering excellent user experiences
• Excellent communication skills (face‑to‑face, phone, and written)
• Strong troubleshooting and problem‑solving abilities
• Ability to prioritise, multitask, and perform well under pressure
• A proactive, self‑motivated approach with a willingness to learn
• Experience supporting Microsoft 365 applications
• Knowledge of collaboration tools such as Teams, SharePoint, One Drive, and Exchange
• Familiarity with Active Directory (user and group administration)
• Ability to work effectively within structured processes and as part of a team

Experience or knowledge in the following areas is desirable:

• Active Directory & Microsoft Exchange (on‑prem and O365)
• VMware
• Apple devices and operating systems (MacOS, iOS)
• Collaboration tools (Webex, Zoom, Team Viewer, Microsoft Teams)
• Basic networking or certifications (e.g., CCST)
• CUCM (Cisco Unified Communications Manager)

• Office-based role, Monday to Friday (5 days onsite in London)
• Participation in an on‑call rota (1 week in 5, including weekends)
• Involvement in early and late shift rotations
• Occasional travel between sites (full clean driving licence required)