End User Support Specialist

The End User Support Specialist delivers structured, high-quality end-user technology support across assigned business units, ensuring a reliable and consistent client experience across endpoint, workplace, and user lifecycle services.

The role operates within a defined support model where Service Desk owns front-line support, including intake, triage, and resolution within defined scope;
End User Support Specialists own structured execution for escalated and onsite support activities;
End User Compute (EUC) owns endpoint platforms and standards; and the End User Support Specialist Lead defines and enforces workflows.

This is a role focused on controlled execution, workplace readiness, and support quality. It does not own endpoint engineering, platform design, or infrastructure change approval.

• Deliver reliable execution of end-user incidents, requests, and support tasks within agreed service boundaries.
• Own support cases end-to-end, maintaining clear communication, user engagement, and accurate ITSM tracking.
• Execute joiner, mover, leaver (JML) activities in a controlled, auditable, and standards-aligned manner.
• Maintain endpoint, meeting room, and workplace technology readiness across supported locations.
• Provide structured high-touch support for executive interactions, business-critical meetings, and events.
• Escalate non-standard or out-of-scope issues through the correct operational and technical channels.
• Identify repeat issues, service friction, and workflow gaps to support continuous improvement and service stability.

Operational standards are defined by the Client Support Operations Lead. Endpoint platform design and standards remain with EUC. Line management accountability sits with the Client Support Team Lead.

Area

Description

Support Execution and Case Ownership

Deliver incidents and service requests escalated from Service Desk or routed directly through approved channels. Progress work through to resolution, maintain timely updates, and ensure every activity is accurately managed in ITSM tooling.

User Lifecycle Delivery (JML)

Execute onboarding, offboarding, access changes, device handovers, and related user lifecycle activities in line with defined controls, approval paths, and audit expectations.

Endpoint Experience and Workplace Readiness

Support endpoint devices, peripheral technology, collaboration spaces, and workplace IT services. Perform routine readiness checks, validate service usability, and maintain a consistent user experience across sites.

Business Enablement and High-Touch Support

Provide controlled support for executive users, leadership interactions, events, and critical meetings. Ensure environments are prepared, tested, and supported using repeatable methods rather than informal or one-off practices.

Hardware and Refresh Coordination

Support device setup, replacement, refresh, decommissioning, and recovery activities in alignment with EUC standards, asset controls, and approved deployment approaches.

Process Adherence and Standardisation

Operate within agreed workflows, decision boundaries, and escalation models. Reinforce repeatable ways of working and reduce dependence on ad hoc support practices.

Cross-Team Collaboration and Escalation

Work closely with Service Desk, EUC, Identity, Infrastructure, Security, and local site stakeholders to ensure clean handoffs, complete context, and timely escalation of technical or policy-led issues.

Continuous Improvement and Knowledge Contribution

Highlight recurring issues, process inefficiencies, or experience gaps. Contribute to knowledge articles, procedural documentation, and service improvements that strengthen consistency and reduce rework.