End User Support Analyst in London

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.

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.

• 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

• 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

• 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)

• 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)