End User Support Analyst

Overview

Element has an opportunity for an End User Support Analyst to join our team and support our London HQ.

In this highly visible role, you will provide executive support to the C-suite while also delivering high-quality technical support to end users across the wider organisation. The role focuses on resolving incidents and service requests, supporting workplace technology, and ensuring an excellent customer experience through timely, professional, and effective IT support.

Working as part of the Technology Operations Centre (TOC), you will troubleshoot hardware, software, mobile devices, collaboration tools, and business applications while contributing to continual service improvement andmaintainingagreed service levels.

Please note that this is a hybrid role, with an expectation of being onsite at our Covent Garden office a minimum of two days per week. However, you will need to be flexible, as additional onsite attendance may be required to meet business demands during busy periods.

Responsibilities

End User Support

• Provide C-Suite Level Support within the London HQ office.
• Provide first and second-line technical support to employees across multiple locations.
• Diagnose and resolve incidents relating to desktops, laptops, mobile devices, printers, peripherals, and business applications.
• Manage incidents and service requests through the IT Service Management (ITSM) platform, ensuringaccurateticket updates and documentation.
• Prioritise workloadin accordance withagreed Service Level Agreements (SLAs).
• Escalate complex issues to specialist support teams whenrequired.
• Deliver an exceptional customer experience through professional communication and ownership of issues.

Device Management

• Build, configure, deploy, and support Windows and Apple devices.
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, and Office.
• Manage user accounts, permissions, and access requestsin accordance withsecurity policies.
• Support hardware lifecycle activities including provisioning, asset management, repairs, replacements, and returns.

Operational Support

• Participate in onboarding and offboarding activities, ensuring new starters and leavers are
• processed efficiently.
• Support meeting room technology, conferencing solutions, and collaboration equipment.
• Assistwith office moves and workplace technology deployments.
• Contribute to software installations, updates, and standardisation activities.

Documentation & Knowledge Management

• Create andmaintaintechnical documentation and knowledge articles.
• Record troubleshooting steps and resolutions to improve first-time fix rates.
• Ensure asset records and configuration information remainaccurate.

Continuous Improvement

• Identify recurring issues and recommend service improvements.
• Support IT projects, technology refreshes, and rollout activities.
• Participate in testing and user acceptance activities whererequired.
• Share knowledge with colleagues and contribute to a collaborative team environment.

Hybrid Working

• This role operates under a hybrid working model.
• Employees are expected to worka minimum of two days per week from theLondon HQoffice.
• Additionaloffice attendancewillberequiredto support business priorities,including the operating and finance board meetings and town hall events.
• Flexibility is expected to ensure the needs of the business and our customers are met.

Skills / Qualifications

Essential

• Previous experience in an IT Service Desk or End User Support environment.
• Strong troubleshooting skills across Windows desktop operating systems.
• Experience supporting Microsoft 365.
• Knowledge of Active Directory or Microsoft Entra ID user administration.
• Experience supporting laptops, desktops, printers, mobile devices, and peripheral hardware.
• Excellent customer service and communication skills.
• Strong organisational and time management skills.
• Ability to prioritise work in a fast-paced environment.
• Experience using an IT Service Management platform.

Desirable

• Experience supporting Apple macOS and iOS devices.
• Knowledge of Microsoft Intune or other endpoint management platforms.
• Experience with Azure, Microsoft Entra ID, or endpoint security tools.
• ITIL Foundation certification.
• Experience supporting meeting room and AV technologies.
• Knowledge of software deployment and endpoint automation tools.

Personal Attributes

• Customer-focused with a positive and professional attitude.
• Strong problem-solving and analytical skills.
• Excellent attention to detail.
• Self-motivated and able to work independently.
• Collaborative team player who shares knowledge openly.
• Adaptable and willing to learnnew technologies.
• Reliable, accountable, and committed to delivering high-quality service.

What We Offer

• Hybrid working environment.
• Opportunities for professional development and certification.
• Exposure to modern workplace technologies.
• Collaborative and supportive team culture.
• Opportunities to contribute to IT improvement initiatives and projects.

Company Overview

Element is one of the fastest growing testing, inspection and certification businesses in the world. Globally we have more than 9,000 brilliant minds operating from 270 sites across 30 countries. Together we share an ambitious purpose to ‘Make tomorrow safer than today’.

When failure in use is not an option, we help customers make certain that their products, materials, processes and services are safe, compliant and fit for purpose. From early R&D, through complex regulatory approvals and into production, our global laboratory network of scientists, engineers, and technologists support customers to achieve assurance over product quality, sustainable outcomes, and market access.

While we are proud of our global reach, working at Element feels like being part of a smaller company. We empower you to take charge of your career, and reward excellence and integrity with growth and development.

Industries across the world depend on our care, attention to detail and the absolute accuracy of our work. The role we have to play in creating a safer world is much bigger than our organization.

Diversity Statement

At Element, we always take pride in putting our people first. We are an equal opportunity employer that recognizes diversity and inclusion as fundamental to our Vision of becoming “the world’s most trusted testing partner”.

All suitably qualified candidates will receive consideration for employment on the basis of objective work related criteria and without regard for the following: age, disability, ethnic origin, gender, marital status, race, religion, responsibility of dependents, sexual orientation, or gender identity or other characteristics in accordance with the applicable governing laws or other characteristics in accordance with the applicable governing laws.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)