Overview

Job Specification – Support Analyst (End User Computing)

Location: Remote with travel to London

Department: IT – End User Computing

Reports to: Head Of Operations

About the Role

We are seeking a Support Analyst (End User Computing) to join a growing IT services team. This role is suited to someone with MSP (Managed Service Provider) experience who is looking to advance their IT career in a fast-paced, client-focused environment.

Role Overview

As a Support Analyst, you will deliver first and second-line support to end-users across multiple client environments. You will be the first point of contact for technical queries, providing hands-on troubleshooting, resolving incidents, and escalating when required. Working within an MSP means you will gain exposure to varied technologies and environments, developing your skills quickly while delivering excellent service.

Key Responsibilities

• Provide 1st and 2nd line support for end-user computing devices, applications, and systems.
• Handle incidents, requests, and service queries via the IT service desk, ensuring SLAs are met.
• Troubleshoot and resolve issues across Windows 10/11, Microsoft 365, Teams, Active Directory, and Exchange.
• Support deployment, imaging, configuration, and patching of desktops, laptops, and mobile devices.
• Carry out user access management (onboarding, offboarding, password resets, permissions).
• Assist with endpoint security, device compliance, and monitoring tools.
• Escalate more complex technical issues to senior engineers or third-party vendors.
• Contribute to documentation, knowledge base articles, and continuous service improvement.
• Maintain strong customer relationships, ensuring clear communication and user satisfaction.

Requirements

• 2+ years’ experience in an IT Support / Service Desk role within an MSP (Managed Service Provider) environment.
• Strong knowledge of:
  Microsoft 365, Outlook, Teams
• Active Directory (user and group admin)
• Endpoint management (MDM, Intune or similar)
• Familiarity with networking fundamentals (DNS, DHCP, VPN, Wi-Fi).
• Experience using ITSM tools such as ServiceNow, ConnectWise, or Jira.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to prioritise workload and thrive in a fast-paced environment.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Information Services and Technology, Information and Media

Note: This description reflects the current role and does not include external job postings or referrals content.