12th March 2026
End User Support Analyst
Business Analyst
London
£40,000 - £45,000 per annum
End User Support Analyst
City of London (office based)
£40,000 – £45,000 per annum
On behalf of a City-based brokerage firm and Spencer Rose key client, I have an exciting opportunity for and experienced End User Support Analyst to join their team. You will work as part of the IT Support team and will be a key point of contact for the End User community. Alongside the team, the person in this role will support the activities of desktop services.
This role is an office-based role and you will be expected to be in the office 5 days a week Monday to Friday. There is a requirement to work be on call on a rotational basis 1 out of 5 weeks including the weekend.
Responsibilities:
- Working within the End User Compute team, you will be a key point of contact for the end user for incidents & service requests. Providing IT support for desktops, Laptops, printers, peripherals, telephone systems, and mobile devices.
- Triage, taking ownership, troubleshooting and liaising with other IT teams in order to resolve and manage user expectations. This will be done via Telephone support, Service Now and email.
- Creating and maintaining accurate knowledge documentation on a quarterly basis
- Execute all tickets and requests ultiising on best practise, adoption and utilisation of technology, applications, and services.
- Working with the Lead IT Operations Administrator to identify trends and spot potential problems.
- Improving and iterate on service support provision to the office.
- Ensuring computers, printers and other peripherals are operational.
- Providing support with hardware and software maintenance.
- Basic hardware breakfix replacement
- Hardware Inventory management
- Managing system access, security, and spam/anti-virus controls
- Customer site visits
- Proactive trend analysis calls to the end user
- Full JML process covering, Joiners, Movers and Leavers
- Proactive room checks
- End User Compute device management, including building devices.
- Desk moves/Desk complete set up
- To fulfil additional/ad hoc duties as needed in order to meet the needs of the business.
Experience & skills required:
- Previous at least 4 years’ experience in an IT support capacity
- Customer oriented, with a passion for delivering excellent service and for continuous improvement of services.
- Excellent communication skills, able to provide technical support over the telephone, Chat or face to face.
- Good problem-solving skills, with a solution focused approach.
- Experience of products within the Microsoft Office 365 suite in a Windows 10/11 envrionment is essential
- Good working knowledge of Productivity and collaboration applications such as Teams, SharePoint, OneDrive and Exchange
- Knowledge and experience of Active Directory administration, including user maintenance, configuring PCs and groups
- Experience with ServiceNow ITSM tool (or equivalent)
- A certification in ITIL v3 or above would be extremely advantageous
- Experience of Scripting even at basic level is highly desirable (eg PowerShell)
- Professional manner with a strong work ethic.
- Ability to adapt and handle a constantly changing flow of support calls and walk-up technical assistance.
- Able to learn quickly and work within a fast-paced environment.
- Desire to learn and to undertake on-the-job training and continuous personal development.
- Flexible and willing to work outside of the core hours if necessary.
Consultant - Brendan Connolly
Telephone: 0207 392 7512
Email: brendan.connolly@spencer-rose.com
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