End User Support

London Source: WhatJobs

See advert for pay

Overview

In this role you will deliver reliable, end-to-end support for end-user devices and workplace technology within a defined operating model. You will work closely with service desk and technology teams to ensure high-quality service delivery and incident handling. You will manage JML activities, maintain readiness of endpoint and collaboration systems, and provide high-touch support for executive users and events. The position focuses on execution, adherence to processes, and continuous improvement through knowledge sharing. This is an opportunity to contribute to a structured, ITSM-driven support environment with impact across the organisation.

Responsibilities

Execute incidents, requests and tasks within service boundaries
Own cases end-to-end with communication and ticket management
Perform Joiner/Mover/Leaver activities in a controlled way
Maintain readiness of endpoint, meeting room and workplace tech
Provide high-touch support for executive users and events
Coordinate hardware activities including setup, refresh, decommissioning
Escalate non-standard issues through proper channels
Identify repetitive issues and contribute to knowledge articles and improvements

Key requirements

Proven end-user / client support experience in an enterprise environment
Strong working knowledge of Windows and macOS in managed settings
Experience supporting endpoint hardware, peripherals, and workplace technology
Confidence with ITSM tools, ticket discipline, SLA-driven delivery, and clear case ownership
Understanding of JML processes and access governance
Good understanding of ITIL-aligned incident, request, and problem management
Strong communication and stakeholder management in business-facing environments
Ability to work in a process-led model with clear boundaries, documentation standards, and escalation paths
Willingness to support out-of-hours or weekend events when required