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)