2nd Line End User Support Analyst – Cardiff

Xpertise Recruitment; Cardiff; On-site; GBP 35,000 - 40,000; Full time

Job summary

Xpertise Recruitment is partnering with a Cardiff-based organisation to recruit an End User Support Analyst. You will provide second-line support for an array of end-user technologies and contribute to the IT service desk with a focus on quality customer service.

The role is based in Cardiff, office-based, full-time, and offers a salary up to £40,000 with a strong emphasis on Windows/macOS, Microsoft 365, AD/Entra ID, and device management in a fast-paced environment.

Qualifications

• Proven experience in 2nd Line/End User/Desktop support.
• Experience in professional services or large corporate environments.
• Strong troubleshooting across Windows and macOS.
• Experience with Microsoft 365 applications and services.
• Knowledge of Active Directory or Entra ID administration.
• Experience with device deployment and endpoint management.
• Exposure to MDM solutions such as Intune.
• Ability to manage multiple priorities with strong customer service.

Responsibilities

• Provide 2nd line technical support across desktops, laptops, mobiles and collaboration tools.
• Troubleshoot issues in Windows/macOS, Microsoft 365, authentication, and connectivity.
• Support device lifecycle activities: builds, deployments, software installs, upgrades, patching.
• Manage user accounts and access requests via AD/Entra ID.
• Administer mobile device management to keep devices compliant.
• Diagnose hardware and peripheral issues; coordinate repairs.
• Investigate recurring incidents and contribute to service improvements.
• Escalate complex issues to specialist teams and vendors with clear diagnostics.
• Maintain accurate ticket updates and documentation.
• Collaborate with IT teams to deliver seamless end-user support.

Skills

2nd Line Support

End User Support

Desktop Support

ITSM tools

Customer service

Tools

Active Directory/Entra ID

Microsoft 365

MDM (Intune)

Job description

Xpertise Recruitment is partnering with a Cardiff-based organisation to recruit an End User Support Analyst. You will provide second-line support for an array of end-user technologies and contribute to the IT service desk with a focus on quality customer service.

The role is based in Cardiff, office-based, full-time, and offers a salary up to £40,000 with a strong emphasis on Windows/macOS, Microsoft 365, AD/Entra ID, and device management in a fast-paced environment.