End User Support Specialist
We’re seeking a proactive and technically skilled End User Support Specialist to join our IT team in London
- Location London
- Permanent
Role Description
End User Support Specialist
We’re seeking a proactive and technically skilled End User Support Specialist to join our IT team in London.
- Location London
- Permanent
About The Role
We are looking for a proactive and skilled End User Services (EUS) Specialist to deliver high-quality, hands-on IT support to employees across the organization. This role involves managing the full lifecycle of end-user devices, handling incidents and service requests, driving continuous improvement, and collaborating with cross-functional IT teams to ensure technology runs smoothly and users remain productive.
The ideal candidate will have a strong technical background, excellent customer service skills, and a passion for operational excellence.
Key Responsibilities
- End User Support & Hardware Lifecycle Provide Level 1 & 2 support for desktops, laptops, mobile devices, printers, and peripherals.
- Manage IMACD (Install, Move, Add, Change, Dispose) processes and hardware lifecycle including procurement, provisioning, upgrades, and secure disposal.
- Maintain accurate asset inventory and compliance with hardware and software standards.
- Provide high-touch support to VIP users and operate on-site Tech Bars for walk-in IT support.
- Incident, Service & Problem Management Respond to and resolve incidents, service requests, and access-related issues within SLA.
- Collaborate with cross-functional teams on issue resolution, escalation, and documentation.
- Software & Technology Integration Install, configure, and troubleshoot software applications including Microsoft 365, endpoint security tools, remote access (VPN), collaboration tools, and OS
- Deliver audio/video and hybrid meeting room support including Zoom, Microsoft Teams, Cisco Webex, etc.
- User Lifecycle & Access Support Handle onboarding/offboarding IT tasks including account provisioning and building access requests.
- Support compliance with identity management, security policies, and user provisioning guidelines.
- Proactive User Engagement Conduct regular floor walks to offer in-person support and gather feedback.
- Operate Tech Bar/Walk-in Centers to provide real-time support and improve user satisfaction.
- Promote IT awareness and digital adoption among end users.
Qualifications & Skills
- Bachelor’s degree in information technology, Computer Science, or related field. Experience in End User Computing, Desktop Support, or IT Helpdesk roles.
- Hands-on knowledge of Windows 10/11, macOS, Microsoft 5365, Active Directory, Intune/SCCM.
- Familiarity with ITSM tools like ServiceNow, Remedy, or similar platforms.
- Understanding of ITIL processes (Incident, Problem, Change, Knowledge, Capacity Management).
- Experience in A/V support, collaboration tools, endpoint security, and remote troubleshooting.
- Basic understanding of networking, infrastructure, and telecom concepts. Strong interpersonal and communication skills with a focus on user experience.
- Preferred Certifications: ITIL Foundation Microsoft Certified: Modern Desktop Administrator Associate CompTIA A+ / Network+ Any Automation/Scripting certifications (PowerShell, Python, etc.) is a plus Work Environment
Asset Management, Incident Management, ServiceNow, Infrastructure Support
Skills
Asset Management, Microsoft Intune, ServiceNow, Incident Management, Customer Support
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