End User Support Analyst

Role Summary

We have a fantastic opportunity for an End User Support Analyst to join our Global IT Operations team. The person in this role will work as part of the IT Support team and will be a key point of contact for the End User community. Alongside the team, the role will support the activities of desktop services.

This position would be great for someone with experience in a support role who is keen to develop their technical skills further. The ideal candidate will be passionate about delivering the highest standard of IT support, with a genuine interest in technology, its application and use in the business. A key skill we require from the candidate is for them to be customer centric with a desire to learn and develop a career in technical service delivery.

Given the focus and importance of service delivery this is an office-based role. There is a requirement for on call on a rotational basis, of which typically falls 1 week every 3. This role also requires out of hours work (evenings and weekends)

What you will be doing

• Working within the End User Support team, you will be a key point of contact for the end user for incidents & service requests. Providing IT support for desktops, Laptops, printers, peripherals, telephone systems, and mobile devices.
• Triage, taking ownership, troubleshooting and liaising with other IT teams in order to resolve and manage user expectations. This will be done via Telephone support, Service Now, email as well as walk ups.
• Creating and maintaining accurate knowledge documentation on a quarterly basis
• Execute all tickets and requests utilising best practise, adoption and utilisation of technology incl automation, applications, and services.
• Working with the EUS Lead to identify trends and spot potential problems.
• Improving and iterate on service support provision to the office.
• Ensuring computers, printers and other peripherals are operational and current
• Providing support with hardware and software maintenance.
• Basic hardware break fix replacement
• Hardware Inventory management
• Managing system access, security, and spam/anti-virus controls
• Customer site visits
• Proactive trend analysis calls to the end user
• Full JML process covering, Joiners, Movers and Leavers
• Proactive room checks
• Device management, including building devices.
• Desk moves/ Desk set ups
• To fulfil additional / ad hoc duties as needed to meet the needs of the business.

What we are looking for

Experience & Knowledge

• Previous experience within an IT Support role.
• Customer oriented, with a passion for delivering excellent service and for continuous improvement of services.
• Excellent communication skills, able to provide technical support over the telephone, chat or face to face.
• Professional manner with a strong work ethic.
• Good problem-solving skills, with a solution focused approach.
• Ability to adapt and handle a constantly changing flow of support calls and walk-up technical assistance.
• Ability to multitask effectively during busy times and remain calm during stressful situations.
• A team player who can work within a framework of procedure and policies.
• Self-motivated and able to use initiative.
• Knowledge and some experience of products within the Microsoft Office 365 suite.
• Good working knowledge of Productivity and collaboration applications such as Teams, SharePoint, OneDrive and Exchange would be advantageous.
• Knowledge and experience of Active Directory & MS Entra administration, including user maintenance, configuring PCs and groups.
• Able to learn quickly and work within a fast-paced environment.
• Desire to learn and to undertake on-the-job training and continuous personal development.
• Flexible and willing to work outside of the core hours if necessary.
• History of automating repetitive tasks and scripting with PowerShell

Skills

Knowledge/experience of the following are required:

• Active Directory, Entra & Intune administration
• Exchange recipient and group administration (both on-prem and O365)
• Experience of supporting VDI solutions
• Core understanding of network fundamentals
• MS Office
• Apple hardware & OS (iOS, iPadOS, MacOS)
• HP Hardware
• Multi Factor Auth setup (MS MFA, DUO)
• Collaboration tooling such as Webex, Team Viewer, Zoom and MS Teams
• Solid technical understanding of Microsoft desktop Operations Systems incl Windows 10 & 11

Knowledge/experience of the following are advantageous:

• ServiceNow ITSM tool
• VMware Horizon
• Cisco CUCM
• ITIL V3 or Above