End User Support Specialist

UST; Greater London; On-site; GBP 32,000 - 42,000; Full time

Job summary

UST in London is seeking a proactive End User Support Specialist to deliver hands-on IT support across the organization. You will manage the lifecycle of end-user devices, handle incidents, and drive improvements while collaborating with cross-functional IT teams.

The role requires a strong technical background, excellent customer service, and a passion for operational excellence to maintain productive users and reliable technology.

Qualifications

• Bachelor’s degree in information technology or related field.
• Hands-on experience with Windows 10/11, macOS, M365, and AD.
• Experience with ITSM tools like ServiceNow or Remedy.
• Familiarity with ITIL processes (Incidents, Problems, Changes).
• Experience in A/V support and collaboration tools.
• Basic networking understanding and strong customer focus.

Responsibilities

• Provide Level 1 & 2 support for desktops, laptops, mobiles, printers, and peripherals.
• Manage IMACD processes and hardware lifecycle including procurement, provisioning, upgrades, and disposal.
• Maintain asset inventory and compliance with standards.
• Offer high-touch support to VIP users and operate on-site Tech Bars.
• Handle incidents, service requests, and access issues within SLA.
• Collaborate with IT teams on resolution and documentation.
• Install, configure, and troubleshoot Microsoft 365 and endpoint security tools.
• Support hybrid meeting rooms (Zoom, Teams, Webex).
• Onboard/offboard IT tasks and access provisioning.

Skills

Windows 10/11

macOS

Microsoft 365

Active Directory

Intune/SCCM

ITSM tools

ITIL processes

A/V support

Remote troubleshooting

Networking basics

Interpersonal skills

Education

Bachelor's degree in information technology

Tools

ServiceNow

Remedy

Job description

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

• Location London
• Permanent

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

Skills