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End User Support Specialist- Fixed term Employment(Associate II - Cloud Infrastructre Services)
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Role Description
End User Support Specialist - Fixed term Employment - 4 months
We’re seeking a proactive and technically skilled End User Support Specialist to join our IT team in London.
Location: London
Duration: 4 Months
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.
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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.
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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.
Skills:
- 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
Skills:
- Asset Management
- Incident Management
- ServiceNow
- Infrastructure Support
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