At a Glance
- Tasks: Provide onsite IT support for all end-user devices and resolve technical issues.
- Company: Join a diverse and inclusive team at Eversheds Sutherland.
- Benefits: Flexible working arrangements, competitive salary, and opportunities for professional growth.
- Other info: Collaborative environment with opportunities to travel to different offices.
- Why this job: Make a real difference by helping colleagues with their tech challenges every day.
- Qualifications: Strong customer service skills and technical troubleshooting experience required.
The predicted salary is between 30000 - 40000 € per year.
Provide onsite IT support for colleagues, covering all end‑user devices such as iPhone, iPad, PC, laptop, and more. Utilize strong technical skills to resolve incidents and fulfil service requests. When appropriate, act as an interface for other activities such as IT Service Desk, Major Incident Management, Asset Management, Change Management, and Problem Management.
Role And Key Responsibilities
- We are looking for an experienced End User Support Analyst who takes a customer‑first approach in all end‑user support interactions.
- The analyst will share and support the vision for service excellence and identify opportunities to develop this vision further.
- Technical responsibilities include resolving incidents and fulfilling service requests across all supported IT devices in accordance with agreed service levels.
- Where technical responsibilities dictate, liaise with other internal support teams, internal senior management, and suppliers on the day‑to‑day management of incidents and service requests.
- The analyst will identify key issues and risks, escalating promptly to line management, attend and actively participate in team meetings, and drive quality during all aspects of work.
Skills And Experience
- Perform advanced troubleshooting across Windows/macOS, Microsoft 365 apps, and common end‑user tooling (profiles, add‑ins, authentication, connectivity).
- Support endpoint management and deployment activities (imaging/provisioning, software deployment, patching).
- Administer and support identity and access tasks (e.g., Active Directory / Entra ID user, group, and access changes) within agreed policies.
- Manage MDM activities for mobile devices (enrolment/unenrolment, policies/profiles, compliance, remote actions).
- Troubleshoot hardware and peripherals (laptops, iPhones/iPads, docks, monitors, headsets), coordinating repair/replacement where needed.
- Investigate recurring issues and contribute to problem management (trend analysis, root cause, workaround/permanent fix recommendations).
- Escalate to third‑line/third parties with clear diagnostics, logs, and reproduction steps; track to resolution.
- Maintain high‑quality ticket notes, asset records, and knowledge articles, and coach/enable colleagues through documentation and handovers.
Candidate Profile
- A strong customer‑service mindset.
- Highly technical, with the ability to diagnose complex issues and apply structured troubleshooting.
- Professionalism and a keen attention to detail.
- Ability to prioritise and manage competing demands in a fast‑paced environment.
- A collaborative, team‑focused approach.
- Be comfortable travelling to other offices from time to time.
Diversity & Inclusion
At Eversheds Sutherland, “Inclusive” is a core business value. We foster diversity of thought and provide a respectful, collaborative environment. We monitor and report on our diversity progress and encourage flexible working arrangements where possible. All qualified applicants are encouraged to apply, in accordance with EEO principles.
End User Support Analyst in Cardiff employer: Eversheds Sutherland
Eversheds Sutherland is an exceptional employer that prioritises a customer-first approach and fosters a collaborative work culture. With a strong commitment to diversity and inclusion, employees benefit from flexible working arrangements and ample opportunities for professional growth in a dynamic environment. The role of End User Support Analyst offers the chance to engage with cutting-edge technology while contributing to service excellence across various IT devices.
StudySmarter Expert Advice🤫
We think this is how you could land End User Support Analyst in Cardiff
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT field, especially those who work at companies you're interested in. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Show off your skills! When you get the chance, demonstrate your troubleshooting prowess during interviews or networking events. Bring examples of how you've resolved complex issues in the past to really impress.
✨Tip Number 3
Be proactive! If you see a job posting that excites you, don’t wait for the perfect moment. Apply through our website and follow up with a quick email to express your enthusiasm. It shows initiative!
✨Tip Number 4
Stay updated on tech trends! Being knowledgeable about the latest tools and technologies in end-user support can set you apart. Share your insights during interviews to show you're passionate about continuous learning.
We think you need these skills to ace End User Support Analyst in Cardiff
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the End User Support Analyst role. Highlight your technical skills and customer service experience, especially with devices like iPhones, iPads, and PCs. We want to see how you can bring your unique flair to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Share your passion for IT support and how you’ve tackled complex issues in the past. Let us know why you’re excited about joining StudySmarter and how you can contribute to our vision of service excellence.
Showcase Your Problem-Solving Skills:In your application, don’t shy away from sharing specific examples of how you've resolved incidents or improved processes. We love seeing candidates who can think critically and act decisively, so let your problem-solving prowess take centre stage!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, you’ll find all the info you need about the role right there!
How to prepare for a job interview at Eversheds Sutherland
✨Know Your Tech Inside Out
Make sure you brush up on your technical skills, especially around Windows/macOS and Microsoft 365 apps. Be ready to discuss how you've resolved complex issues in the past, as this will show your problem-solving abilities.
✨Customer-First Mindset
Since the role emphasises a customer-first approach, think of examples where you've gone above and beyond for users. Prepare to share these stories during the interview to demonstrate your commitment to service excellence.
✨Be Ready to Collaborate
This position requires liaising with various teams, so be prepared to talk about your experience working in a team environment. Highlight any instances where you've successfully collaborated to resolve incidents or improve processes.
✨Attention to Detail is Key
Given the importance of maintaining high-quality ticket notes and asset records, be ready to discuss how you ensure accuracy in your work. You might want to mention any tools or methods you use to keep track of details effectively.
