• Deliver on-site end-user support five days a week, responding promptly and professionally to incidents and service requests.
• Independently diagnose and resolve a broad range of technical issues, escalating complex or high-impact matters appropriately.
• Support end-user systems and equipment, including computers, mobile devices, telephony, video conferencing, printers, scanners, copiers, network connectivity and associated services.
• Install, configure and upgrade approved hardware, software and systems in line with change and security procedures.
• Monitor and maintain IT systems, investigate recurring issues and contribute to practical service improvements.
• Support user onboarding, access changes, equipment allocation and the secure return or disposal of assets in line with agreed processes.
• Maintain accurate asset records, validated documents, knowledge articles and support procedures.
• Apply Group IT policies, security controls and risk-management requirements consistently in day-to-day support.
• Contribute to security checks, disaster recovery exercises and testing activities under the direction of the Lead or wider IT team.
• Deliver clear end-user guidance and training, helping users adopt technology safely and effectively.
• Share technical knowledge and provide practical support to junior or apprentice colleagues.
• Work collaboratively with regional and global IT teams to provide support beyond the local site when required.
• Travel to and provide end-user IT support at other London sites when required.
• Provide occasional out-of-hours, shift or on-call support when required.

Qualifications and experience

• A relevant post-school qualification, apprenticeship or equivalent practical IT experience.
• Typically two or more years' experience providing end-user IT support in a professional environment.
• Good practical knowledge of Microsoft technologies, including Windows, Active Directory, Microsoft 365, Office, Exchange and Intune.
• Working knowledge of collaboration tools, video conferencing, endpoint security and core networking concepts.
• Proven ability to troubleshoot desktop hardware, peripherals, mobile devices and common software issues independently.
• Experience working with service-management processes, ticket queues, asset records and technical documentation.
• Awareness of information-security, access-control and operational-risk requirements.

Competencies, skills and behaviours

• Fluent written and spoken English; additional languages are advantageous.
• Strong analytical and troubleshooting skills with sound judgement about when to escalate.
• Clear, professional communication and a consistently customer-focused approach.
• Ability to organise competing priorities and take ownership through to resolution.
• Willingness to share knowledge, support developing colleagues and contribute to team improvement.
• Reliable, collaborative, flexible and attentive to risk, security and detail.

Important information

• Applicants must be resident in the UK and already have the right to work in the UK.
• Visa sponsorship is not available for this role.
• This is a fully on-site role; hybrid and fully remote working are not available.
• Occasional travel to other London sites may be required.

Package and working environment

• 25 days' annual leave.
• Professional business attire is expected Monday to Thursday, with business-casual dress on Fridays.

Role flexibility

This job description summarises the principal duties and responsibilities of the role. It is not exhaustive and may be updated from time to time to reflect business requirements, organisational changes and the development of the role.