End User Support
Contract typePermanentSalaryNegotiableReferenceBBBH194750Location: LondonA leading organisation is looking for an End User Support Specialist to deliver structured, high-quality technology support across end-user devices, workplace technology, and user lifecycle services. This is a hands-on execution role focused on consistent service delivery, workplace readiness, and high support quality within a defined operating model.
This position does not own endpoint engineering, platform design, or infrastructure change approval. You will work closely with Service Desk, EUC, and wider technology teams, following agreed workflows and escalation paths.
What you'll be doingDeliver reliable execution of incidents, requests, and support tasks within agreed service boundariesOwn cases end-to-end: user communication, progress updates, and accurate ITSM/ticket managementExecute Joiner/Mover/Leaver (JML) activities (onboarding/offboarding, access changes, device handovers) in a controlled and auditable wayMaintain endpoint, meeting room, and workplace technology readiness across supported locations (checks, validation, usability)Provide high-touch support for executive users, business-critical meetings, events, and leadership interactions using repeatable methodsCoordinate hardware activities including setup, replacement, refresh, decommissioning, and recovery in line with endpoint standards and asset controlsEscalate non-standard/out-of-scope issues through the correct operational and technical channelsIdentify repeat issues and process friction, contributing to knowledge articles and continuous improvementWhat we're looking forProven end-user / client support experience in an enterprise environment (or similar service delivery role)Strong working knowledge of Windows and macOS in managed settingsExperience supporting endpoint hardware, peripherals, collaboration tools, and workplace technologyConfidence working with ITSM tools, ticket discipline, SLA-driven delivery, and clear case ownershipUnderstanding of JML processes, access governance, and controlled execution of user changesGood understanding of ITIL-aligned incident, request, and problem managementStrong communication, stakeholder management, and troubleshooting skills in business-facing environmentsComfortable working in a process-led model with clear boundaries, documentation standards, and escalation pathsWillingness to support business needs that may include out-of-hours or weekend event support when requiredWe are happy to provide application and/or accessibility support, please contact your Marks Sattin or Grafton consultant directly to discuss your needs. We're committed to protecting the privacy of all our candidates and clients, please visit and for our privacy policy.