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About the Role

Provide executive and high-quality technical support to end users, resolving incidents and service requests, supporting workplace technology, and ensuring an excellent customer experience. This role involves troubleshooting hardware, software, mobile devices, collaboration tools, and business applications within the Technology Operations Centre.

Responsibilities

• Provide C-Suite Level Support within the London HQ office.
• Provide first and second-line technical support to employees across multiple locations.
• Diagnose and resolve incidents relating to desktops, laptops, mobile devices, printers, peripherals, and business applications.
• Manage incidents and service requests through the IT Service Management (ITSM) platform, ensuring accurate ticket updates and documentation.
• Prioritise workload in accordance with agreed Service Level Agreements (SLAs).
• Escalate complex issues to specialist support teams when required.
• Deliver an exceptional customer experience through professional communication and ownership of issues.
• Build, configure, deploy, and support Windows and Apple devices.
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, and Office.
• Manage user accounts, permissions, and access requests in accordance with security policies.
• Support hardware lifecycle activities including provisioning, asset management, repairs, replacements, and returns.
• Participate in onboarding and offboarding activities, ensuring new starters and leavers are processed efficiently.
• Support meeting room technology, conferencing solutions, and collaboration equipment.
• Assist with office moves and workplace technology deployments.
• Contribute to software installations, updates, and standardisation activities.
• Create and maintain technical documentation and knowledge articles.
• Record troubleshooting steps and resolutions to improve first-time fix rates.
• Ensure asset records and configuration information remain accurate.
• Identify recurring issues and recommend service improvements.
• Support IT projects, technology refreshes, and rollout activities.
• Participate in testing and user acceptance activities where required.
• Share knowledge with colleagues and contribute to a collaborative team environment.

Requirements

• Previous experience in an IT Service Desk or End User Support environment.
• Strong troubleshooting skills across Windows desktop operating systems.
• Experience supporting Microsoft 365.
• Knowledge of Active Directory or Microsoft Entra ID user administration.
• Experience supporting laptops, desktops, printers, mobile devices, and peripheral hardware.
• Excellent customer service and communication skills.
• Strong organisational and time management skills.
• Ability to prioritise work in a fast-paced environment.
• Experience using an IT Service Management platform.
• Experience supporting Apple macOS and iOS devices.
• Knowledge of Microsoft Intune or other endpoint management platforms.
• Experience with Azure, Microsoft Entra ID, or endpoint security tools.
• ITIL Foundation certification.
• Experience supporting meeting room and AV technologies.
• Knowledge of software deployment and endpoint automation tools.
• Customer-focused with a positive and professional attitude.
• Strong problem-solving and analytical skills.
• Excellent attention to detail.
• Self-motivated and able to work independently.
• Collaborative team player who shares knowledge openly.
• Adaptable and willing to learn new technologies.
• Reliable, accountable, and committed to delivering high-quality service.

Skills

• Windows desktop operating systems
• Microsoft 365
• Active Directory
• Microsoft Entra ID
• Laptops
• Desktops
• Printers
• Mobile devices
• Peripheral hardware
• Customer service
• Communication
• Organisational skills
• Time management
• Prioritisation
• IT Service Management platform
• Apple macOS
• Apple iOS
• Microsoft Intune
• Endpoint management
• Azure
• Endpoint security
• ITIL Foundation
• Meeting room technology
• AV technology
• Software deployment
• Endpoint automation
• Problem-solving
• Analytical skills
• Attention to detail

Location

• London HQ
• Covent Garden

Work Type

• Hybrid
• Onsite

Experience Level

• Previous experience in an IT Service Desk or End User Support environment

Education Level

• ITIL Foundation certification

Benefits

• Opportunities for professional development and certification.
• Exposure to modern workplace technologies.
• Collaborative and supportive team culture.
• Opportunities to contribute to IT improvement initiatives and projects.

About the Company

• Element has an opportunity for an End User Support Analyst to join our team and support our London HQ.
• At Element, we always take pride in putting our people first.
• Our Vision is becoming “the world’s most trusted testing partner”.

Equal Opportunity

• Element is an equal opportunity employer that recognizes diversity and inclusion as fundamental to our Vision of becoming “the world’s most trusted testing partner”.
• All suitably qualified candidates will receive consideration for employment on the basis of objective work related criteria and without regard for age, disability, ethnic origin, gender, marital status, race, religion, responsibility of dependents, sexual orientation, or gender identity or other characteristics in accordance with the applicable governing laws.
• The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
• Employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
• If you need an accommodation filling out an application, or applying to a job, please email Recruitment@element.com