At a Glance
- Tasks: Provide top-notch tech support to Lucy Group employees and resolve IT issues.
- Company: Join a dynamic team at Lucy Group, focused on enhancing employee productivity.
- Benefits: Enjoy competitive pay, flexible work options, and opportunities for growth.
- Other info: Be part of a collaborative global team with exciting projects ahead.
- Why this job: Make a real difference by improving user experiences with technology.
- Qualifications: 3+ years in IT support, strong Microsoft 365 and Windows skills required.
The predicted salary is between 30000 - 40000 £ per year.
The IT End-User Support Specialist provides high-quality technical support to Lucy Group employees across regional locations, ensuring timely resolution of incidents and service requests. This role contributes directly to employee productivity and satisfaction by maintaining reliable access to IT systems, devices, and collaboration tools. The specialist supports the Group's digital workplace strategy by enabling secure, efficient, and user-friendly technology experiences. The role also plays a key part in identifying recurring issues and contributing to continuous improvement initiatives within the IT support function. Operating within the Global IT End-User Services team, the IT End-User Support Specialist reports to the Global IT End-User Support Team Leader and works alongside other support specialists and SMEs. The role supports users across multiple business units and functions to provide on-site assistance. It is instrumental in maintaining service levels, ensuring compliance with IT policies, and supporting the rollout of new technologies and upgrades.
Responsibilities
- Supports end-users across regional Lucy Group locations
- Handles incidents and service requests via ServiceNow
- Provides support for Microsoft 365, Windows OS, and endpoint devices
- Participates in hardware provisioning and software deployment
- Contributes to IT asset tracking and compliance
- Escalates issues to third-line support or vendors as required
- Resolves end-user incidents and service requests efficiently to minimise downtime and disruption
- Provides technical support for Microsoft 365 applications, Windows operating systems, and endpoint devices
- Maintains accurate records of support activities in ServiceNow, ensuring compliance with SLAs
- Assists in the setup, configuration, and deployment of hardware and software for new and existing users
- Supports onboarding and offboarding processes, including account setup and device allocation
- Escalates unresolved issues to appropriate support teams or vendors, ensuring timely resolution
- Contributes to knowledge base documentation and user guides to improve self-service capabilities
- Participates in, and supports cross-functional IT projects and initiatives, providing end-user perspective and testing support
- Monitors and reports on recurring issues to support continuous improvement
- Ensures compliance with IT security policies and data protection standards
- Supports global remote IT teams with troubleshooting, and communication with business leaders and users for efficient resolution
- Maintains IT equipment and spaces in compliance with health and safety standards
Qualifications
- Experience in an IT End-User Service or Desktop Services role (3yrs +)
- ITIL4 Certification, or 3+ years' equivalent experience in IT Service Management
- Strong knowledge of Microsoft 365, Windows OS, and endpoint support
- Experience with ServiceNow or similar ITSM tools
- Excellent troubleshooting and problem-solving skills
- Strong communication and customer service orientation
- Ability to work independently and collaboratively in a global team
- Awareness of Cyber Security and Information Security principles
- Operational experience of ServiceNow or similar ITSM system with an understanding of Incident Management; Change Management; Request Fulfilment practices
- Excellent communication skills, both written and verbal, with a friendly, professional and approachable manner
- Pro-active and reactive, self-motivated individual, flexible, well-organised, with the ability to manage and prioritise multiple tasks effectively in a dynamic environment
- Collaborative team player with a positive attitude
- Demonstrated commitment to delivering a high-quality end-user experience
- Analytical mindset with a problem-solving approach and a drive for innovation and improvement
Desirable Skills, Qualifications, and Experience
- Degree in an IT related subject
- BYOD/MDM Deployment and Support
- Understanding of IT tools and platforms including Active Directory, Azure AD, Exchange, ServiceNow (or similar ITSM tools), Microsoft Entra, SCCM, Intune & Defender
- An understanding of Infrastructure technologies (e.g., Networking/SDWAN, SAN, VMWare, DNS), including administration and operation
- Project management certification or experience of delivering projects
- Strong understanding cloud technology and their application in enterprise environment
Behavioral Competencies
- Ensures Accountability - Takes ownership of resolving user issues and meeting service expectations
- Collaborates - Works effectively with peers, vendors, and stakeholders
- Communicates Effectively - Provides clear, empathetic, and professional support
- Tech Savvy - Demonstrates proficiency in modern workplace technologies
- Manages Complexity - Handles diverse technical issues across systems and environments
IT End-User Support Specialist in Thame employer: Lucy Group Ltd
At Lucy Group, we pride ourselves on being an exceptional employer that values employee satisfaction and productivity. Our IT End-User Support Specialists play a crucial role in enhancing the digital workplace experience, supported by a collaborative work culture that encourages continuous improvement and professional growth. With a commitment to innovation and a focus on providing high-quality technical support across our regional locations, we offer a dynamic environment where your contributions directly impact the success of our teams and the overall organisation.
StudySmarter Expert Advice🤫
We think this is how you could land IT End-User Support Specialist in Thame
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Lucy Group Ltd values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Lucy Group Ltd might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Lucy Group Ltd!
✨Direct Apply to Lucy Group Ltd
Let's not forget to apply directly through the Lucy Group Ltd website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT End-User Support Specialist in Thame
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Lucy Group Ltd.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Lucy Group Ltd. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Lucy Group Ltd
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
