End User Support Analyst
Intec Select Ltd
We have an exciting opportunity for an End User Support Analyst to join a dynamic IT Support team based in London. This is a hands-on role where you’ll act as a key point of contact for end users, delivering high-quality technical support and ensuring a smooth and efficient workplace technology experience.
This role is ideal for someone with prior IT support experience who is keen to further develop their technical expertise within a fast-paced, customer-focused environment.
Role Overview
As part of the End User Compute team, you will be responsible for supporting the day-to-day delivery of IT services across the business. You will diagnose and resolve technical issues, manage service requests, and contribute to continuous improvements in IT support services.
Key Responsibilities
- Act as a primary point of contact for end user incidents and service requests
- Provide support across desktops, laptops, mobile devices, printers, telephony, and peripherals
- Troubleshoot and resolve issues, liaising with wider IT teams when required
- Manage tickets through ServiceNow, email, and telephone channels
- Ensure timely resolution of requests while maintaining clear communication with users
- Create and maintain accurate knowledge base documentation
- Support hardware and software maintenance, including break/fix tasks
- Manage hardware inventory and device lifecycle activities
- Administer system access, security, and anti-virus controls
- Support Joiners, Movers, and Leavers (JML) processes
- Build and configure end user devices
- Perform desk setups, office moves, and proactive meeting room checks
- Conduct site visits and provide on-site support where required
- Monitor trends and identify potential service improvements
- Contribute to ongoing service optimisation and best practice adoption
- Proven experience in an IT support or service desk environment
- Strong customer service mindset with a passion for delivering excellent user experiences
- Excellent communication skills (face-to-face, phone, and written)
- Strong troubleshooting and problem-solving abilities
- Ability to prioritise, multitask, and perform well under pressure
- A proactive, self-motivated approach with a willingness to learn
- Experience supporting Microsoft 365 applications
- Knowledge of collaboration tools such as Teams, SharePoint, OneDrive, and Exchange
- Familiarity with Active Directory (user and group administration)
- Ability to work effectively within structured processes and as part of a team
Experience or knowledge in the following areas is desirable:
- Active Directory & Microsoft Exchange (on-prem and O365)
- Microsoft Intune & Device Management
- Windows 10 / Windows 11 environments
- VMware
- Multi-Factor Authentication (e.g., Microsoft MFA, DUO)
- Apple devices and operating systems (MacOS, iOS)
- HP hardware
- Collaboration tools (Webex, Zoom, TeamViewer, Microsoft Teams)
- Basic networking or certifications (e.g., CCST)
- CUCM (Cisco Unified Communications Manager)
- Office-based role, Monday to Friday (5 days onsite in London)
- Participation in an on-call rota (1 week in 5, including weekends)
- Involvement in early and late shift rotations
- Occasional travel between sites (full clean driving licence required)
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