End User Support

In this role you will deliver reliable, end-to-end support for end-user devices and workplace technology within a defined operating model. You will work closely with service desk and technology teams to ensure high-quality service delivery and incident handling. You will manage JML activities, maintain readiness of endpoint and collaboration systems, and provide high-touch support for executive users and events. The position focuses on execution, adherence to processes, and continuous improvement through knowledge sharing. This is an opportunity to contribute to a structured, ITSM-driven support environment with impact across the organisation.

• Execute incidents, requests and tasks within service boundaries
• Own cases end-to-end with communication and ticket management
• Perform Joiner/Mover/Leaver activities in a controlled way
• Maintain readiness of endpoint, meeting room and workplace tech
• Provide high-touch support for executive users and events
• Coordinate hardware activities including setup, refresh, decommissioning
• Escalate non-standard issues through proper channels
• Identify repetitive issues and contribute to knowledge articles and improvements

• Proven end-user / client support experience in an enterprise environment
• Strong working knowledge of Windows and macOS in managed settings
• Experience supporting endpoint hardware, peripherals, and workplace technology
• Confidence with ITSM tools, ticket discipline, SLA-driven delivery, and clear case ownership
• Understanding of JML processes and access governance
• Good understanding of ITIL-aligned incident, request, and problem management
• Strong communication and stakeholder management in business-facing environments
• Ability to work in a process-led model with clear boundaries, documentation standards, and escalation paths
• Willingness to support out-of-hours or weekend events when required

• Strong communication
• Stakeholder management
• Troubleshooting skills
• Windows (managed settings)
• macOS (managed settings)
• Endpoint hardware and peripherals support