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 adoption What 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 team Technical 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)