End User Support Analyst – London

About the role

We are looking for an End User Support Analyst to join our dynamic IT Support team in London. You will be the primary point of contact for end‑users, delivering high‑quality technical assistance and ensuring a smooth workplace technology experience.

Key responsibilities

• Act as the first line of support for incidents and service requests across desktops, laptops, mobile devices, printers, telephony and peripherals.
• Troubleshoot and resolve issues, escalating to wider IT teams when necessary.
• Manage tickets via ServiceNow, email and telephone, ensuring timely resolution and clear communication.
• Create and maintain knowledge‑base documentation.
• Perform hardware and software maintenance, break/fix tasks and device lifecycle activities.
• Administer system access, security and anti‑virus controls.
• Support Joiners, Movers and Leavers (JML) processes.
• Build, configure and set up end‑user devices, including desk setups and office moves.
• Conduct on‑site visits, meeting‑room checks and provide proactive support.
• Monitor trends, identify service improvements and contribute to optimisation.

Required profile

• Proven experience in an IT support or service‑desk environment.
• Strong customer‑service mindset with excellent communication skills.
• Ability to prioritise, multitask and work well under pressure.
• Proactive, self‑motivated attitude with a willingness to learn.

Required skills

• Microsoft 365 applications
• Microsoft Teams, SharePoint, OneDrive and Exchange
• Active Directory (user and group administration)
• ServiceNow ticketing platform