Xpertise Recruitment
End User Support Analyst
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End User Support Analyst
End User Support Analyst
Salary: Up to £40,000 per annum (depending on experience) Location: Cardiff – Office based, 5 days per week
The Opportunity
We are partnering with a leading organisation seeking an experienced End User Support Analyst to join their IT support function in Cardiff. This is an excellent opportunity for a customer-focused IT professional with strong 2nd Line Support experience who enjoys working in a hands-on environment. The role will be responsible for providing high-quality technical support across a range of end-user technologies, ensuring employees receive an efficient and professional IT service.
Working as part of a wider support team, you will play a key role in resolving complex technical issues, supporting device management activities, and contributing to the continuous improvement of IT support services and processes.
Key Responsibilities
- Provide 2nd line technical support across a range of end-user technologies including desktops, laptops, mobile devices, and collaboration tools.
- Troubleshoot and resolve complex issues across Windows, macOS, Microsoft 365, authentication services, and connectivity-related problems.
- Support device lifecycle management activities including builds, deployments, software installations, upgrades, and patching.
- Manage user accounts, permissions, and access requests through Active Directory, Entra ID, and associated identity management platforms.
- Administer and support mobile device management (MDM) solutions, ensuring devices remain compliant and appropriately configured.
- Diagnose and resolve hardware and peripheral issues, coordinating repairs and replacements where required.
- Investigate recurring incidents, identify trends, and contribute towards long-term solutions and service improvements.
- Escalate complex issues to specialist teams and third-party providers, providing detailed diagnostics and ensuring ownership through to resolution.
- Maintain accurate ticket updates, asset records, and technical documentation in line with service standards.
- Collaborate closely with internal IT teams to deliver a seamless support experience for end users.
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Essential Experience
- Proven experience within a 2nd Line Support, End User Support, Desktop Support, or similar IT support role.
- Experience working within professional services and/or a large corporate organisation.
- Strong troubleshooting skills across Windows and/or macOS environments.
- Experience supporting Microsoft 365 applications and services.
- Knowledge of Active Directory and/or Entra ID administration.
- Experience supporting endpoint management and device deployment activities.
- Exposure to Mobile Device Management (MDM) platforms such as Microsoft Intune or equivalent.
- Experience supporting laptops, desktops, mobile devices, and associated peripherals.
- Strong understanding of incident management, service request fulfilment, and IT support best practices.
- Experience working with ITSM or service management tools.
- Ability to manage multiple priorities while maintaining excellent customer service standards.
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Personal Attributes
The successful candidate will be:
- Customer-focused with a passion for delivering excellent support.
- A strong problem solver with a structured approach to troubleshooting.
- Professional, organised, and detail-oriented.
- Able to prioritise effectively in a fast-paced environment.
- A collaborative team player who enjoys working closely with colleagues and stakeholders.
- Proactive and committed to continuous improvement.
- Comfortable with travelling to other office locations when required.
How to Apply
If you have strong 2nd Line Support experience and are looking for an opportunity to join a collaborative and professional IT environment, we would welcome your application.
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