Marks Sattin
End User Support Specialist
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End User Support Specialist
A leading organisation is looking for an End User Support Specialist to deliver structured, high-quality technology support across end-user devices, workplace technology, and user lifecycle services. This is a hands-on execution role focused on consistent service delivery, workplace readiness, and high support quality within a defined operating model.
This position does not own endpoint engineering, platform design, or infrastructure change approval. You will work closely with Service Desk, EUC, and wider technology teams, following agreed workflows and escalation paths.
What you’ll be doing
- Deliver reliable execution of incidents, requests, and support tasks within agreed service boundaries
- Own cases end-to-end: user communication, progress updates, and accurate ITSM/ticket management
- Execute Joiner/Mover/Leaver (JML) activities (onboarding/offboarding, access changes, device handovers) in a controlled and auditable way
- Maintain endpoint, meeting room, and workplace technology readiness across supported locations (checks, validation, usability)
- Provide high-touch support for executive users, business-critical meetings, events, and leadership interactions using repeatable methods
- Coordinate hardware activities including setup, replacement, refresh, decommissioning, and recovery in line with endpoint standards and asset controls
- Escalate non-standard/out-of-scope issues through the correct operational and technical channels
- Identify repeat issues and process friction, contributing to knowledge articles and continuous improvement
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- Proven end-user / client support experience in an enterprise environment (or similar service delivery role)
- Strong working knowledge of Windows and macOS in managed settings
- Experience supporting endpoint hardware, peripherals, collaboration tools, and workplace technology
- Confidence working with ITSM tools, ticket discipline, SLA-driven delivery, and clear case ownership
- Understanding of JML processes, access governance, and controlled execution of user changes
- Good understanding of ITIL-aligned incident, request, and problem management
- Strong communication, stakeholder management, and troubleshooting skills in business-facing environments
- Comfortable working in a process-led model with clear boundaries, documentation standards, and escalation paths
- Willingness to support business needs that may include out-of-hours or weekend event support when required
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