End User Experience Analyst

OSB Group; Crawley; On-site; GBP 25,000 - 35,000; Full time

Job summary

A financial institution is looking for an IT Support professional to join their End User Experience Team based in Crawley. The candidate will resolve incidents and fulfil Service Requests reported to IT, managing customer interactions and supporting IT administrative tasks. Strong knowledge of Active Directory and experience in troubleshooting hardware and software issues are essential. This role promises a dynamic environment where IT solutions directly impact the wider business operations.

Qualifications

• Experience in an IT support role with customer-facing support experience.
• Strong knowledge of ITIL processes and Active Directory.
• Experience troubleshooting hardware, software, and network issues.

Responsibilities

• Ensure incidents are resolved timely through ServiceNow.
• Facilitate Joiners, Movers, and Leavers with necessary equipment and access.
• Manage IT administrative tasks like stock and disposal of equipment.
• Participate in asset management and mobile device management processes.
• Ensure Service Requests meet SLAs and keep users informed.

Skills

Customer service support

Active Directory

ITIL Incident Management

Troubleshooting hardware/software/network issues

Tools

ServiceNow

Job description

The End User Experience Team supports the Bank by ensuring all issued hardware is performant enabling our colleagues to be productive and collaborate regardless of their location. In addition, the team offers face to face support for issues, fulfils service requests and supports project activity helping the Bank on its continual improvement and growth journey. Please note this role is based in Wolverhampton.

What you will be doing: In this role, you will undertake the day‑to‑day investigation and resolution of incidents and fulfilment of Service Requests that are reported to IT. This includes undertaking system administrative tasks, troubleshooting and end‑user training whilst acting as the face of IT to the Business. This will require support of the local office, surrounding offices and occasional support of the London Office.

Responsibilities

• Ensuring Incidents are accurately assigned, updated and resolved through ServiceNow in a timely manner
• Facilitating Joiners, Movers and Leavers including deployment of equipment, updates to Active Directory, software installation and building access management
• Assisting the wider team in managing core IT administrative processes – including the management of consumables, stock and arranging the disposal of obsolete or damaged equipment and the shredding of data devices
• Participating in the Asset Management process ensuring that all assets are tracked through the CMDB in ServiceNow, correctly allocated, updated and stored securely at all times
• Participating in Mobile Device Management ensuring that all new devices are enrolled correctly, stock of mobile devices is maintained and defective devices are repaired/replaced swiftly
• Participating in the provision of Desktop Hardware (currently Desktops, Laptops, Thin Clients) ensuring that a stock of built devices are available for deployment as required
• Liaising with third‑party suppliers as required in pursuit of issue resolution, planned maintenance and service improvement
• Ensuring Service Requests are fulfilled in line with agreed SLAs and users are communicated to, updating them through the process

Qualifications

• Previous work experience in an IT support role with customer facing support experience working with all levels
• Strong knowledge of Active Directory and ITIL Incident Management and Service Request Management processes
• Troubleshooting experience in respect of hardware/software/network issues