End User Support Analyst

We have a fantastic opportunity for an End User Support Analyst to join our team in the EMEA region based out of London. The person in this role will work as part of the IT Support team and will be a key point of contact for the End User community. Alongside the team, the person in this role will support the activities of desktop services.

This position would be great for someone with experience in a support role who is keen to develop their technical skills further. The ideal candidate will be passionate about delivering the highest standard of IT support, with a genuine interest in technology, its application and use in the business. A key skill we require from the candidate is for them to be customer centric with a desire to learn and develop a career in technical service delivery. 

This role is an office based role and you will be expected to be in the office 5 days a week Monday to Friday. There is a requirement to work be on call on a rotational basis 1 out of 5 weeks including the weekend.

What you will be doing

• Working within the End User Compute team, you will be a key point of contact for the end user for incidents & service requests. Providing IT support for desktops, Laptops, printers, peripherals, telephone systems, and mobile devices.
• Triage, taking ownership, trouble shooting and liaising with other IT teams in order to resolve and manage user expectations. This will be done via Telephone support, Service Now and email.
• Creating and maintaining accurate knowledge documentation on a quarterly basis
• Execute all tickets and requests ultiising on best practise, adoption and utilisation of technology, applications, and services.
• Working with the Lead IT Operations Administrator to identify trends and spot potential problems.
• Improving and iterate on service support provision to the office.
• Ensuring computers, printers and other peripherals are operational.
• Providing support with hardware and software maintenance.
• Basic hardware breakfix replacement
• Hardware Inventory management
• Managing system access, security, and spam/anti-virus controls
• Customer site visits
• Proactive trend analysis calls to the end user
• Full JML process covering, Joiners, Movers and Leavers
• Proactive room checks
• End User Compute device management, including building devices.
• Desk moves/ Desk complete set up
• To fulfil additional / ad hoc duties as needed in order to meet the needs of the business.

What we are looking for:

Experience & Knowledge

• Previous experience within an IT Support role.
• Customer oriented, with a passion for delivering excellent service and for continuous improvement of services.
• Excellent communication skills, able to provide technical support over the telephone, Chat or face to face.
• Professional manner with a strong work ethic.
• Good problem-solving skills, with a solution focused approach.
• Ability to adapt and handle a constantly changing flow of support calls and walk-up technical assistance.
• Ability to multitask effectively during busy times and remain calm during stressful situations.
• A team player who can work within a framework of procedure and policies.
• Self-motivated and able to use initiative.
• Knowledge and some experience of products within the Microsoft Office 365 suite.
• Good working knowledge of Productivity and collaboration applications such as Teams, SharePoint, OneDrive and Exchange would be advantageous.
• Knowledge and experience of Active Directory administration, including user maintenance, configuring PCs and groups.
• Able to learn quickly and work within a fast-paced environment.
• Desire to learn and to undertake on-the-job training and continuous personal development.
• Flexible and willing to work outside of the core hours if necessary.

Knowledge/experience of the following are required:

• Active Directory, Exchange (both on-prem and O365),
• VMware
• MS Office standard
• Apple hardware & OS (Mobiles/Mac’s)
• HP Hardware
• Multi Factor Auth setup (MS MFA, DUO)
• MS Intune
• Collaboration tooling such as Webex, Team Viewer, Zoom and MS Teams
• Windows 10/Windows 11 working knowledge
• ITIL V3 or Above
• Powershell

Knowledge/experience of the following are advantageous:

• ServiceNow ITSM tool
• VMware
• CUCM
• CCST or Networking skills

Special requirements

• The successful candidate will be expected to participate on an on call rota for out of hours (the Global Operations team has staff based in EMEA, NASA and APAC minimising weekday out of hours escalation) and an early / late shift rota.