Information Technology Support Analyst in Beeston

End User Support Analyst – Job Description – Beeston

Role Overview

The End User Support Analyst is responsible for delivering high-quality technical support and ensuring an excellent end-user experience across the UK & Ireland business.

Acting as a key point of contact for internal IT support, the role provides expert troubleshooting, manages hardware and software deployments, and contributes to the continual improvement of internal IT services and support processes.

(3 days per week office-based, with hybrid working)

Travel: Willingness to travel to other UK & Ireland sites as required.

Key Responsibilities

• Provide first and second-line technical support for hardware, software, mobile devices, peripherals, and business applications, ensuring timely resolution of incidents and service requests.
• Diagnose, troubleshoot, and resolve complex technical issues through multiple support channels, including telephone, email, chat, and the Service Now ticketing platform.
• Take ownership of incidents from initial logging through to resolution, ensuring users are kept informed and service levels are consistently achieved.
• Install, configure, and maintain desktop and laptop hardware, operating systems, standard applications, and peripheral devices.
• Support user onboarding and offboarding activities, including device provisioning, account setup, and access management.
• Coordinate the repair, replacement, and warranty management of IT equipment with external vendors and manufacturers.
• Maintain accurate records of incidents, service requests, asset information, and technical documentation within Service Now.
• Manage IT hardware inventory, ensuring stock levels are maintained, assets are tracked, and equipment is deployed efficiently.
• Develop, maintain, and enhance knowledge base articles, technical documentation, and user guidance to improve service quality and promote self-service.
• Create and update end-user training materials and deliver guidance to improve user knowledge and adoption of technology.
• Work collaboratively with infrastructure, applications, development, and testing teams to resolve cross-functional technical issues and improve the overall IT service.
• Identify recurring issues, recommend process improvements, and contribute to continual service improvement initiatives.
• Stay current with emerging technologies, industry best practices, and IT service management standards, making recommendations for improvements to hardware, software, and support processes.
• Ensure compliance with Global IT policies, security standards, and operational procedures.
• Consistently meet or exceed Global IT Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and customer satisfaction targets.
• Travel to other business locations across the UK & Ireland when required to provide on-site support, assist with projects, or support business initiatives.

Skills & Experience

• Technical Skills
• Proven experience in an End User Support, Service Desk, or Desktop Support role.
• Strong knowledge of Windows operating systems, Microsoft 365, Azure / Intune, and standard desktop technologies.
• Experience supporting enterprise hardware, mobile devices, printers, and peripheral equipment.
• Experience using IT Service Management (ITSM) platforms such as Service Now.
• Excellent troubleshooting and analytical skills with the ability to resolve technical issues efficiently.
• Ability to prioritise workloads, manage multiple tasks, and work effectively in a fast-paced environment.
• A proactive approach with a focus on continuous improvement and delivering an exceptional end-user experience.
• Soft Skills (Interpersonal Skills)
• Communication: Express thoughts clearly, confidently, and professionally, using effective verbal, written, and non-verbal communication.
• Active Listening: Give full attention to colleagues and customers, seeking to understand requirements without interrupting and asking appropriate questions.
• Empathy: Demonstrate understanding, patience, and consideration for the needs and concerns of end users, delivering a positive support experience.
• Conflict Resolution: Remain calm and professional when handling challenging situations, working collaboratively to resolve issues and maintain positive relationships.
• Teamwork: Work effectively with colleagues across IT and the wider business, sharing knowledge and contributing to shared goals and successful outcomes.
• Strong customer service and stakeholder management skills with the ability to build positive working relationships across all levels of the organisation.
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