Ict Graduate - End User Services

Reporting to the Team Leader, The ICT graduate will be responsible for reliable delivery of end user services across the business whilst completing a structured programme of practical learning and professional development.

Working with experienced colleagues, other ICT teams and approved third party providers, the role will handle routine support activities, contribute to service improvements and gain exposure to industry-leading technologies across UK and European locations. Responsibilities will increase as capability and confidence develop. This is a fully office-based role. The successful candidate will be required to work on-site at the London office five days per week during normal business hours. Travel may be required to fulfil business needs and ensure the effectiveness of end user services across all locations.

The post is designed as an early-career role. The successful candidate will receive structured induction, role-based training, regular development reviews and supervised exposure to a broad end user services environment. Progress will be assessed against agreed competencies, service behaviours and demonstrated capability. Successful development may create opportunities to progress further within ICT, subject to organisational need and the applicable recruitment process.

Key Responsibilities:

Operational Management:

• Provide first-line and supervised second-line support for end user services, including Microsoft 365, thin clients, printers, desktop operating systems and patching, endpoint management, access administration, file and data services, voice and unified communications, and business applications.
• Deliver a professional, clear and customer-focused service to colleagues and customers.
• Log, categorise, update and resolve support cases accurately, escalating issues when they fall outside agreed authority, knowledge or service targets.
• Take ownership of assigned cases and tasks, keeping users and colleagues informed of progress and expected next steps.
• Follow documented operational, security, data protection, change and access-control procedures.
• Assist experienced colleagues with planned changes, device deployments, software updates, service requests and project work.
• Work with other ICT teams and approved suppliers to investigate incidents and restore service.
• Create and improve knowledge articles, user guidance, process notes and technical documentation.
• Help maintain accurate hardware, software and licence inventories.
• Contribute to major incident, problem management, disaster recovery and business continuity activities in an observer or supporting capacity.
• Identify potential information security incidents and promptly elevate them in line with procedure.
• Suggest practical service improvements based on case trends, user feedback and lessons learned.
• Complete agreed technical training, maintain a development plan and share new knowledge with the team.

Required Skills and Qualifications:

• A degree, higher education qualification or equivalent practical learning in information technology, computing, cyber security or a related discipline. Applications from recent graduates and candidates completing their studies are welcome.
• A basic working knowledge of Microsoft 365 applications and Windows desktop environments.
• An understanding of core ICT concepts such as user accounts and permissions, endpoints, networks, cloud services, patching and information security.
• Ability to apply a logical, structured approach to troubleshooting and to recognise when escalation is required.
• Clear written and verbal communication, with the ability to explain technical matters in straightforward language.
• Good organisation and attention to detail, including accurate record keeping.
• A customer-focused approach and willingness to take responsibility for assigned work.
• Evidence of learning agility, curiosity and commitment to continuing professional development.
• Ability to work constructively both independently and as part of a team.

Additional Skills and Attributes:

• Professional, dependable and respectful when dealing with colleagues, customers and suppliers.
• Calm and methodical when responding to issues or competing priorities.
• Open to feedback and comfortable asking questions when unsure.
• Willing to document work, share knowledge and learn from others.
• Able to manage time effectively while maintaining quality and following agreed controls.
• Interested in improving the end user experience without weakening security, resilience or supportability.

The following are helpful but are not required. They may have been gained through university projects, placements, internships, part-time work, volunteering, home labs or personal study.

• Exposure to Microsoft Entra ID or Active Directory, Exchange Online, mobile device management, software deployment tools or remote desktop environments.
• Experience troubleshooting desktop hardware, software, printers, scanners or basic network connectivity.
• Awareness of IT service management concepts, including incidents, requests, problems, changes and service levels.
• Awareness of information security good practice, vulnerability management, data protection and appropriate handling of access rights.
• Experience using a service desk or case-management tool.
• ITIL Foundation or an entry-level Microsoft, CompTIA or similar certification.

What We Offer

We believe in rewarding our people and creating a workplace where you can thrive. When you join us, you'll benefit from:

• 25 days' annual leave (pro rata for part-time employees), plus bank holidays
• An extra day off to celebrate your birthday
• A discretionary annual performance bonus
• The option to purchase up to 5 additional days of holiday
• A competitive pension scheme with 8% total contributions
• Life assurance at 4x your annual salary
• Access to our Employee Assistance Programme for confidential support and advice
• Season ticket travel loans to support your commute
• Enhanced maternity and adoption pay
• A friendly, relaxed working environment with modern facilities
• A vibrant culture with regular social events, charity fundraising, and employee recognition schemes
• Opportunity to work in a small but growing team, across all aspects of ICT
• Access to training and mentoring in automation, support, and associated technology stacks.
• Career development path within the ICT Team.
• Competitive salary and employee benefits.