EUC Technician

EUC Technician - £33-38000 per annum + Benefits - Full time onsite in Central London

The End User Services Technician is part of a customer-focused Service Desk and End User Services team delivering high-quality IT support services across the organisation. The role is responsible for providing advanced first and second-line support to approximately 500 users within a Microsoft 365 environment, supporting both on-site and remote colleagues. You will act as a senior technical escalation point within the Service Desk and End User Services team, ensuring incidents and service requests are managed effectively and in line with agreed service levels.
The Senior End User Services Technician will have strong hands-on technical capability with team leadership responsibilities and will support the Service Desk and End User Services Manager in the day-to-day running of the team, mentor End User Services Analysts, contribute to service improvement initiatives, and ensure a high standard of customer service is consistently delivered.
A significant part of the role focuses on Microsoft 365 technologies including Teams, SharePoint Online, Entra ID, M365 Desktop Apps and Microsoft Copilot, alongside endpoint management, software deployment, and user support. The role also includes responsibility for producing and maintaining both internal technical documentation and user-facing knowledge base content.

Core Duties:

Provide advanced first and second line support for desktop, laptop, mobile device and application-related incidents and requests.
Act as a senior escalation point for End User Services Analysts, providing technical guidance, mentoring and coaching.
Support the End User Services Manager in the daily operation of the service, including workload management and SLA adherence.
Monitor ticket queues and team performance to ensure incidents and requests are prioritised and resolved within agreed service targets.
Investigate and troubleshoot complex technical issues across Microsoft 365 services, endpoint devices, collaboration tools and line-of-business applications.
Demonstrate strong investigative and problem-solving capability, taking ownership of issues through to resolution and proactively identifying root causes.
Administer and support Microsoft 365 services including Exchange Online, SharePoint Online, OneDrive, Teams and Microsoft Copilot.
Support IT Security and other third-line teams with identity and access management activities within Microsoft Entra ID including user administration, group membership, permissions, guest account access and conditional access
Deploy, configure and support end-user applications including Microsoft Office, browsers, Adobe products and other approved corporate software.
Support endpoint management technologies including Microsoft Intune, device compliance policies and software deployment processes.
Build, configure, deploy and maintain end-user devices and peripherals.
Produce and maintain technical documentation, internal procedures, knowledge base articles and end-user guidance.
Identify recurring issues and contribute to continuous improvement initiatives to enhance user experience and service quality.
Liaise with third-party suppliers and internal technical teams where escalation or collaboration is required.
Maintain accurate records within the IT Service Management platform ensuring all updates, actions and resolutions are fully documented.
Support IT asset life cycle management processes including stock control, hardware allocation and disposal activities.