End User Support Analyst

In this role you will be the primary contact for the End User community within the IT Support team in London, delivering high-quality desktop and device support. You’ll triage incidents and service requests, contribute to knowledge documentation, and collaborate with IT teams to resolve issues. The role emphasizes customer-focused service delivery and continuous improvement, with on-call rotation to support after-hours needs. You’ll work in a fast-paced environment, shaping end-user experiences through effective technical support.

• Serve as the first point of contact for end users seeking help with desktops, laptops, printers, peripherals, phones, and mobile devices
• Triaged incidents, owned tickets, troubleshooted, and coordinated across IT teams to meet user expectations
• Document knowledge on a quarterly basis to support self-service and team learning
• Handle service requests via telephone, ServiceNow, and email; follow best practices for adoption of technology and services
• Identify trends with the Lead IT Operations Administrator and contribute to proactive problem management
• Improve and iterate on service support to the office and maintain device operability
• Manage hardware/software maintenance, inventory, and onboarding/offboarding processes (JML)
• Oversee system access, security, and anti-virus controls; perform on-site support visits as needed
• Build and manage End User Compute devices, desk moves/setup, and on-call rotation duties
• Undertake ad hoc tasks to meet business needs

• Previous IT Support experience
• Customer-focused with passion for service excellence and continuous improvement
• Excellent verbal and written communication; able to support users remotely and in person
• Professional demeanor with strong work ethic
• Good problem-solving and solution-oriented mindset
• Ability to adapt to changing workload; multitask during busy periods
• Team player who follows procedures and policies; self-motivated
• Knowledge of Microsoft Office 365 suite and collaboration tools (Teams, SharePoint, OneDrive, Exchange) advantageous
• Active Directory administration experience; PC configuration experience; Windows 10/11
• Familiarity with ITIL V3 or above; basic PowerShell knowledge
• Willingness to work flexible hours and participate in on-call/on-site rota
• Experience with hardware (HP), Apple hardware/OS, and mobile devices; basic hardware break/fix
• Knowledge of security/identity tools (MFA, MS Intune) and common collaboration tools (Webex, Zoom, TeamViewer)

• Customer-centric mindset
• Strong communication
• Calm under pressure
• Microsoft Office 365 suite
• Teams, SharePoint, OneDrive, Exchange
• Active Directory administration