Global IT End-User Support Expert

Lucy Group

Thame

On-site

GBP 32,000 - 48,000

Full time

14 days+

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Job summary

Lucy Group Ltd in Thame, Oxfordshire, is seeking an IT End-User Support Specialist to provide high-quality technical support across regional locations, focusing on Microsoft 365, Windows OS, and endpoint devices. The role entails incident management, onboarding/offboarding, and hardware/software deployment within a global IT End-User Services team.

The ideal candidate has 3+ years in IT End-User/Desktop Services, ITIL4 certification, and strong customer-service skills, with a proactive approach

Qualifications

Experience in IT End-User Service or Desktop Services (3yrs+).
ITIL4 Certification, or 3+ years’ equivalent in ITSM.
Strong knowledge of Microsoft 365, Windows OS, and endpoint support.
Experience with ServiceNow or similar ITSM tools.
Excellent troubleshooting and customer service skills.

Responsibilities

Resolve end-user incidents and service requests to minimise downtime.
Provide technical support for Microsoft 365 applications, Windows OS, and endpoints.
Maintain records in ServiceNow and uphold SLAs.
Assist in setup, configuration, and deployment of hardware/software.
Support onboarding/offboarding and device allocation.
Escalate issues to appropriate teams or vendors for timely resolution.
Contribute to knowledge base documentation and user guides.
Participate in IT projects, offering end-user perspective and testing.
Monitor recurring issues and support continuous improvement.
Ensure compliance with IT security policies and data protection.