End User Support Specialist

Fulcrum Digital Inc; London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading IT service provider is seeking a detail-oriented End User Support Specialist in London. This contract-to-hire position involves providing Tier 1 and Tier 2 support primarily via ServiceNow, troubleshooting laptops and Windows OS, and assisting with new user setups. Ideal candidates have 1-3 years in support roles and experience with Windows and Office 365.

Qualifications

• 1–3 years of experience in an end user support or helpdesk role.
• Hands-on experience with Windows 10/11 and common hardware troubleshooting.
• Strong communication and customer service skills.

Responsibilities

• Provide Tier 1 and Tier 2 technical support for end users.
• Troubleshoot and resolve issues related to laptops and desktops.
• Assist with new user setups and equipment provisioning.

Skills

Technical support

Customer service skills

Windows 10/11 troubleshooting

Communication skills

Tools

ServiceNow

Office 365

Active Directory

Job description

Overview

We are seeking a detail-oriented and customer-focused End User Support Specialist to join our IT team. This is a contract-to-hire position responsible for providing technical support to internal users, primarily through ServiceNow ticketing, and hands-on troubleshooting of laptops, Windows OS, and common enterprise applications including Office 365.

Responsibilities

• Provide Tier 1 and Tier 2 technical support for end users via ServiceNow ticketing system.
• Troubleshoot and resolve issues related to laptops/desktops (hardware & software), Windows OS, and password resets and account unlocks (Active Directory or equivalent).
• Assist with new user setups, equipment provisioning, and basic network connectivity issues.
• Escalate unresolved issues to appropriate teams while ensuring clear documentation.
• Follow IT policies and procedures, including asset management and support documentation.

Required Skills & Qualifications

• 1–3 years of experience in an end user support or helpdesk role.
• Hands-on experience with Windows 10/11, O365, and common hardware troubleshooting.
• Familiarity with ServiceNow or similar ITSM/ticketing platforms.
• Strong communication and customer service skills.
• Ability to work independently and manage multiple priorities.

Preferred Qualifications

• Experience with Active Directory for user account management.
• Basic knowledge of networking (Wi-Fi, VPN, printers).
• IT certifications (e.g., CompTIA A+, Microsoft 365 Certified) are a plus.

Employment type

• Contract

Seniority level

• Not Applicable