End User Support Analyst

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

End User Support Analyst

Key points

• 24/06/26
• Wales, Cardiff
• £35k - 40k per year
• Permanent
• Cloud Infrastructure, SRE & DevOps
• Full time

Job role

End User Support Analyst

Salary: Up to £40,000 per annum (depending on experience)

Location: Cardiff - Office based, 5 days per week

The Opportunity

We are partnering with a leading organisation seeking an experienced End User Support Analyst to join their IT support function in Cardiff.

This is an excellent opportunity for a customer focused IT professional with strong 2nd Line Support experience who enjoys working in a hands on environment. The role will be responsible for providing high quality technical support across a range of end user technologies, ensuring employees receive an efficient and professional IT service.

Working as part of a wider support team, you will play a key role in resolving complex technical issues, supporting device management activities, and contributing to the continuous improvement of IT support services and processes.

Key Responsibilities

• Provide 2nd line technical support across a range of end user technologies including desktops, laptops, mobile devices, and collaboration tools.

• Troubleshoot and resolve complex issues across Windows, macOS, Microsoft 365, authentication services, and connectivity related problems.

• Support device lifecycle management activities including builds, deployments, software installations, upgrades, and patching.

• Manage user accounts, permissions, and access requests through Active Directory, Entra ID, and associated identity management platforms.

• Administer and support mobile device management solutions, ensuring devices remain compliant and appropriately configured.

• Diagnose and resolve hardware and peripheral issues, coordinating repairs and replacements where required.

• Investigate recurring incidents, identify trends, and contribute towards long term solutions and service improvements.

• Escalate complex issues to specialist teams and third party providers, providing detailed diagnostics and ensuring ownership through to resolution.

• Maintain accurate ticket updates, asset records, and technical documentation in line with service standards.

• Collaborate closely with internal IT teams to deliver a seamless support experience for end users.

Essential Experience

• Proven experience within a 2nd Line Support, End User Support, Desktop Support, or similar IT support role.

• Experience working within professional services and/or a large corporate organisation

• Strong troubleshooting skills across Windows and/or macOS environments.

• Experience supporting Microsoft 365 applications and services.

• Knowledge of Active Directory and/or Entra ID administration.

• Experience supporting endpoint management and device deployment activities.

• Exposure to Mobile Device Management (MDM) platforms such as Microsoft Intune or equivalent.

• Experience supporting laptops, desktops, mobile devices, and associated peripherals.

• Strong understanding of incident management, service request fulfilment, and IT support best practices.

• Experience working with ITSM or service management tools.

• Ability to manage multiple priorities while maintaining excellent customer service standards.

Personal Attributes

The successful candidate will be:

• Customer focused with a passion for delivering excellent support.

• A strong problem solver with a structured approach to troubleshooting.

• Professional, organised, and detail oriented.

• Able to prioritise effectively in a fast paced environment.

• A collaborative team player who enjoys working closely with colleagues and stakeholders.

• Proactive and committed to continuous improvement.

• Comfortable travelling to other office locations when required.