End User Support Analyst

About the role

The End User Support Analyst will provide first‑line technical assistance to a large internal workforce and external customer staff. Working within defined SLAs, you will ensure incidents are logged, prioritized and resolved efficiently while maintaining high service quality.

Key responsibilities

• Log and track all service requests received via email, telephone and internal portal.
• Provide remote support for Windows and Ubuntu Linux desktop environments.
• Follow ITIL‑based Incident Management processes, including categorisation, prioritisation and escalation.
• Monitor systems proactively to reduce incident volume.
• Troubleshoot and resolve hardware, software and network issues.
• Assist users with day‑to‑day technical problems and ensure timely resolution.

Required profile

• 2‑4 years total experience, with at least 2 years in remote end‑user or IT infrastructure support.
• Familiarity with UK working hours and willingness to work 24/7 shift patterns.
• Specialisation in Microsoft Windows and Ubuntu Linux desktop platforms.
• Experience working within ITIL guidelines.

Required skills

• MS Windows
• Ubuntu Linux (desktop)
• ITIL process knowledge
• Incident Management
• Remote Support tools
• System Monitoring