IT End User Support Analyst II — Global Service Desk

Certara; Sheffield; On-site; GBP 28,000 - 40,000; Full time

Job summary

Certara is seeking an IT End User Support Analyst Level 2 to join our Sheffield team, delivering frontline triage, troubleshooting, and resolution for production IT issues. You will work closely with Level 1 and Level 3 teams, manage tickets, and provide onsite support for the Sheffield office including hardware deployments and meeting room technology.

You should have 3+ years in IT Service Desk or End User Support, experience with Windows/macOS and Microsoft 365, and a strong focus on customer

Qualifications

• 3+ years IT Service Desk or End User Support experience.
• Experience supporting Windows, macOS, and Microsoft 365 in a corporate environment.
• Experience supporting Active Directory/LDAP and Identity Management technologies.
• Experience supporting endpoint management, vulnerability remediation, and device lifecycle management.
• Experience providing Level 2 technical support in remote and onsite environments.
• Experience provisioning, configuring, and supporting end user hardware.
• Willingness to work outside standard business hours as needed.

Responsibilities

• Level 2 triage, investigation, and resolution of production IT issues.
• Troubleshoot and resolve a broad range of enterprise IT problems.
• Collaborate with Level 1 and Level 3 to resolve tickets within SLAs and KPIs.
• Perform maintenance tasks to support day-to-day IT operations.
• Document troubleshooting steps and resolutions in the IT Service Management system.
• Provide onsite IT support for the Sheffield office (hardware deployments, room tech, peripherals).
• Support hardware lifecycle activities including asset recovery and inventory management.
• Contribute to process improvement and maintain internal documentation and knowledge articles.
• Operate within compliance requirements including SOX, ISO 9001, ISO 27001, and SOC 2.

Skills

Customer service orientation

Strong communication skills

Analytical/problem solving

Independent working

Organizational/time-management

Multi-priority handling

Global team collaboration

Tools

Windows

macOS

Microsoft 365

Active Directory

LDAP

Endpoint hardware support

Networking basics

Job description

Certara is seeking an IT End User Support Analyst Level 2 to join our Sheffield team, delivering frontline triage, troubleshooting, and resolution for production IT issues. You will work closely with Level 1 and Level 3 teams, manage tickets, and provide onsite support for the Sheffield office including hardware deployments and meeting room technology.

You should have 3+ years in IT Service Desk or End User Support, experience with Windows/macOS and Microsoft 365, and a strong focus on customer