End User Support Analyst

Overview

End User Support Analyst role at

Positive Change Group

combining hands-on IT support with collaboration across IT Security and DevOps. You will participate in developing and supporting the Group''s front-of-house IT environment, aligning with a broader digital transformation that emphasizes Microsoft Cloud technologies and AI integration.This is a hands-on role, primarily office-based, that requires close consultation with business stakeholders to understand current issues and future needs, and to lead on technical projects where appropriate.Key Responsibilities

Provide 2nd/3rd line IT support, ensuring ticket response and resolution within SLA.Lead and contribute to projects with on-time, on-budget delivery, clear stakeholder communication, and thorough documentation.End-to-end IT asset and lifecycle management, including procurement, stock and inventory management, request fulfilment, maintenance, storage and disposal.Provision VIP IT services for Executive level users and their PAs.Maintain and update mobile device management in Intune and Jamf for end-user devices.Follow operational procedures of routine IT tasks.Manage the IT support ticketing system and lifecycle, allocate work, ensure timely completion, and liaise with colleagues and the IT team.Troubleshoot customer technical faults and drive fault resolution.Set and manage internal expectations for IT support, resolving escalations to ensure satisfaction.Provide regular KPI reports, highlight trends and risks, and propose opportunities for continuous improvement.Act as a centre of excellence for IT Service Desk knowledge and provide guidance on the desktop environment to meet business needs.Escalate issues when necessary, mindful of commercial impacts.Lead the analysis, diagnosis, escalation, and resolution of incidents and problems affecting customers.Assist with hardware setup, configuration, software installation, and troubleshooting of IT desktops, peripherals, and mobile devices.Contribute to technical documentation, knowledge articles, procedures and process definitions.Proactively explore automation and AI-enabled improvements in ways of working.Qualifications and Experience

Minimum 3 years’ experience in a similar IT support/Business IT role.Experience working to strict SLAs and a solid understanding of ITIL fundamentals.In-depth knowledge of desktop software and hardware (Mac and Windows 10), mobile devices, peripherals, security, applications, and system tools.Experience delivering IT Desktop Support in a mixed Windows and macOS environment.Experience administering Microsoft 365 tools (Entra, Intune, Exchange).Desirable: ITIL Management Certification and additional IT qualifications.Desirable (not mandatory but advantageous)

PowerShell scripting or other automation methodsExperience with Copilot or other Gen AI toolsPower PlatformTraining or certification in project management methodologiesStrong verbal and interpersonal communication, customer service ethos, and the ability to manage multiple priorities with a proactive, collaborative attitudeReporting Relationships

Reporting to: Head of Modern Workplace TechnologyWork closely with: IT teamBenefits and About Us

Competitive salary based on skills and experience25 days holiday per year plus long-service bonus daysGroup life assuranceEmployee assistance programmeAbout The Positive Change GroupIn 2023, The Positive Change Group was formed to help businesses protect and enhance reputation, inspire trust, and promote sustainable practices through stakeholder engagement. The Group integrates Black Sun Global, People Made, and Stratton Craig services, with headquarters in London and Singapore and a client base of over 100 multinational businesses.The Group focuses on creating positive stakeholder relationships and sustainable value for customers, employees, investors, and communities worldwide.How to Apply

Join The Positive Change Group to become part of an inclusive, dynamic team with hybrid working, competitive salaries, and ongoing professional development. We welcome applicants from all backgrounds and encourage you to share any accessibility needs during the recruitment process.EEO statement: We are committed to equal opportunities and have zero tolerance for discrimination.For more information, please visit our privacy notices ..... full job details .....