End User Support Specialist

UST; Greater London; On-site; GBP 25,000 - 39,000; Full time

Job summary

UST in London is seeking a proactive End User Support Specialist to manage the full lifecycle of end-user devices, incidents, and service requests. You will work with cross-functional IT teams to ensure smooth technology operations and high user productivity.

The role emphasizes hands-on desktop/laptop/device support, AV/meeting room assistance, and on-site Tech Bar presence to deliver exceptional user experiences.

Qualifications

• Bachelor’s degree in information technology or related field.
• Experience in End User Computing, Desktop Support, or IT Helpdesk roles.
• Strong knowledge of Windows 10/11, macOS, M365, AD, Intune/SCCM.
• Familiarity with ITSM tools (ServiceNow, Remedy).
• Understanding of ITIL processes (Incident, Problem, Change).
• Experience in A/V support and remote troubleshooting.
• Certifications like ITIL Foundation or CompTIA A+/Network+ are a plus.

Responsibilities

• Provide Level 1 & 2 support for desktops, laptops, mobile devices, printers, and peripherals.
• Manage IMACD processes and hardware lifecycle including procurement, provisioning, upgrades, and disposal.
• Maintain asset inventory and compliance with hardware/software standards.
• Offer high-touch support to VIP users and operate on-site Tech Bars for walk-in IT support.
• Respond to and resolve incidents, service requests, and access issues within SLA.
• Collaborate with cross-functional teams on resolution, escalation, and documentation.
• Install, configure, and troubleshoot software including Microsoft 365, security tools, VPN, collaboration tools, and OS.

Skills

Windows 10/11

macOS

Microsoft 365

Active Directory

Intune/SCCM

ITSM tools

ITIL processes

A/V support

Remote troubleshooting

Education

Bachelor’s degree in information technology

Tools

ServiceNow

Remedy

Intune

SCCM

Job description

End User Support Specialist- Fixed term Employment- 4 months

We’re seeking a proactive and technically skilled End User Support Specialist to join our IT team in London.

• Location London
• Duration 4 Months

About the Role

We are looking for a proactive and skilled End User Services (EUS) Specialist to deliver high-quality, hands‑on IT support to employees across the organization. This role involves managing the full lifecycle of end‑user devices, handling incidents and service requests, driving continuous improvement, and collaborating with cross‑functional IT teams to ensure technology runs smoothly and users remain productive.

The ideal candidate will have a strong technical background, excellent customer service skills, and a passion for operational excellence.

Key Responsibilities:

• End User Support & Hardware Lifecycle Provide Level 1 & 2 support for desktops, laptops, mobile devices, printers, and peripherals.
• Manage IMACD (Install, Move, Add, Change, Dispose) processes and hardware lifecycle including procurement, provisioning, upgrades, and secure disposal.
• Maintain accurate asset inventory and compliance with hardware and software standards.
• Provide high‑touch support to VIP users and operate on‑site Tech Bars for walk‑in IT support.
• Incident, Service & Problem Management Respond to and resolve incidents, service requests, and access‑related issues within SLA.
• Collaborate with cross‑functional teams on issue resolution, escalation, and documentation.
• Software & Technology Integration Install, configure, and troubleshoot software applications including Microsoft 365, endpoint security tools, remote access (VPN), collaboration tools, and OS
• Deliver audio/video and hybrid meeting room support including Zoom, Microsoft Teams, Cisco Webex, etc.
• User Lifecycle & Access Support Handle onboarding/offboarding IT tasks including account provisioning and building access requests.
• Support compliance with identity management, security policies, and user provisioning guidelines.
• Proactive User Engagement Conduct regular floor walks to offer in‑person support and gather feedback.
• Operate Tech Bar/Walk‑in Centers to provide real‑time support and improve user satisfaction.
• Promote IT awareness and digital adoption among end users.

Qualifications & Skills:

• Bachelor’s degree in information technology, Computer Science, or related field. Experience in End User Computing, Desktop Support, or IT Helpdesk roles.
• Hands‑on knowledge of Windows 10/11, macOS, Microsoft 365, Active Directory, Intune/SCCM.
• Familiarity with ITSM tools like ServiceNow, Remedy, or similar platforms.
• Understanding of ITIL processes (Incident, Problem, Change, Knowledge, Capacity Management).
• Experience in A/V support, collaboration tools, endpoint security, and remote troubleshooting.
• Basic understanding of networking, infrastructure, and telecom concepts. Strong interpersonal and communication skills with a focus on user experience.
• Preferred Certifications: ITIL Foundation Microsoft Certified: Modern Desktop Administrator Associate CompTIA A+ / Network+ Any Automation/Scripting certifications (PowerShell, Python, etc.) is a plus Work Environment