Full job descriptionEnd 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.

Role Overview

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.

Key Responsibilities
*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 ServiceNow, 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
What We’re Looking For
*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, OneDrive, and Exchange
*Familiarity with Active Directory (user and group administration)
*Ability to work effectively within structured processes and as part of a team
Technical Skills & Experience

Experience or knowledge in the following areas is desirable:
*Active Directory & Microsoft Exchange (on-prem and O365)
*Microsoft Intune & Device Management
*Windows 10 / Windows 11 environments
*VMware
*Multi-Factor Authentication (e.g., Microsoft MFA, DUO)
*Apple devices and operating systems (MacOS, iOS)
*HP hardware
*Collaboration tools (Webex, Zoom, TeamViewer, Microsoft Teams)
*Basic networking or certifications (e.g., CCST)
*CUCM (Cisco Unified Communications Manager)
Working Arrangements
*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)
End User Support Analyst – Up to £40,000 – Permanent - London (5 Days Onsite)