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End User Support Specialist (Associate II - Cloud Infrastructure Services)

UST Globallondon, london🇬🇧United Kingdom

Quick overview

SeniorityMid Senior
Work modeOn Site
Locationlondon, london, United Kingdom
Microsoft OfficeActive DirectoryPowerShellPythonMicrosoft TeamsZoomWindows ServerITILNetwork Administration

Job description

End User Support Specialist

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

Asset Management, Incident Management, ServiceNow, Infrastructure Support

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