End User Support Analyst

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.

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 adoptionWhat 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 teamTechnical 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)