Summary
The End User Support Specialist delivers structured, high-quality end-user technology support across assigned business units, ensuring a reliable and consistent client experience across endpoint, workplace, and user lifecycle services.
The role operates within a defined support model where Service Desk owns front-line support, including intake, triage, and resolution within defined scope; Client Support Engineers own structured execution for escalated and onsite support activities; End User Compute (EUC) owns endpoint platforms and standards; and the Client Support Operations Lead defines and enforces workflows.
This is a role focused on controlled execution, workplace readiness, and support quality. It does not own endpoint engineering, platform design, or infrastructure change approval.
Responsibilities
- Deliver reliable execution of end-user incidents, requests, and support tasks within agreed service boundaries.
- Own support cases end-to-end, maintaining clear communication, user engagement, and accurate ITSM tracking.
- Execute joiner, mover, leaver (JML) activities in a controlled, auditable, and standards-aligned manner.
- Maintain endpoint, meeting room, and workplace technology readiness across supported locations.
- Provide structured high-touch support for executive interactions, business-critical meetings, and events.
- Escalate non-standard or out-of-scope issues through the correct operational and technical channels.
- Identify repeat issues, service friction, and workflow gaps to support continuous improvement and service stability.
Operational standards are defined by the End User Support Operations Lead. Endpoint platform design and standards remain with EUC. Line management accountability sits with the End User Support Team Lead.
Core Responsiblities
| Support Execution and Case Ownership | Deliver incidents and service requests escalated from Service Desk or routed directly through approved channels. Progress work through to resolution, maintain timely updates, and ensure every activity is accurately managed in ITSM tooling. |
| User Lifecycle Delivery (JML) | Execute onboarding, offboarding, access changes, device handovers, and related user lifecycle activities in line with defined controls, approval paths, and audit expectations. |
| Endpoint Experience and Workplace Readiness | Support endpoint devices, peripheral technology, collaboration spaces, and workplace IT services. Perform routine readiness checks, validate service usability, and maintain a consistent user experience across sites. |
| Business Enablement and High-Touch Support | Provide controlled support for executive users, leadership interactions, events, and critical meetings. Ensure environments are prepared, tested, and supported using repeatable methods rather than informal or one-off practices. |
| Hardware and Refresh Coordination | Support device setup, replacement, refresh, decommissioning, and recovery activities in alignment with EUC standards, asset controls, and approved deployment approaches. |
| Process Adherence and Standardisation | Operate within agreed workflows, decision boundaries, and escalation models. Reinforce repeatable ways of working and reduce dependence on ad hoc support practices. |
| Cross-Team Collaboration and Escalation | Work closely with Service Desk, EUC, Identity, Infrastructure, Security, and local site stakeholders to ensure clean handoffs, complete context, and timely escalation of technical or policy-led issues. |
| Continuous Improvement and Knowledge Contribution | Highlight recurring issues, process inefficiencies, or experience gaps. Contribute to knowledge articles, procedural documentation, and service improvements that strengthen consistency and reduce rework. |
Requirements
- This role requires 5 days a week in the London office.
- Proven experience in end-user support, client support, workplace technology support, or a comparable service delivery role.
- Strong working knowledge of Windows and macOS environments in managed enterprise settings.
- Experience supporting endpoint hardware, collaboration tools, peripherals, and workplace technology services.
- Familiarity with ITSM tooling, case ownership, SLA-driven delivery, and structured ticket discipline.
- Understanding of joiner, mover, leaver processes, access governance, and controlled execution of user changes.
- Good understanding of ITIL-aligned incident, request, and problem management practices.
- Strong communication, stakeholder handling, and troubleshooting skills in business-facing environments.
- Ability to work in a process-led operating model with clear boundaries, documentation standards, and escalation paths.
- Availability to support business needs that may include weekends or out-of-hours events where required.
Behavioural Expectations
- Works consistently within defined processes and avoids unstructured support approaches.
- Takes ownership of work through to completion while keeping users and stakeholders informed.
- Escalates appropriately when issues move outside scope, risk tolerance, or standard pathways.
- Prioritises stable service outcomes, user confidence, and team consistency over individual heroics.
- Demonstrates professionalism in executive, event, and business-critical support situations.
- Contributes to a repeatable support model that scales across locations and business units.
Measures of Success
- Consistent and predictable delivery of support activities across supported business areas.
- High adherence to operational workflows, ITSM standards, and service documentation requirements.
- Timely resolution of incidents and requests within agreed SLAs and support commitments.
- Reduction in rework, avoidable escalation, repeat issues, and support inconsistency.
- Stable endpoint and workplace experience aligned to EUC standards and approved configurations.
- Reliable delivery of executive support, event support, and device lifecycle activities.
- Accurate, complete, and auditable tracking of all support activity.
The above list of duties is not exclusive or exhaustive and the post holder will be required to undertake tasks that are reasonably expected within the scope and grading of the post.
