Global IT End-User Support Specialist

Overview

Global IT End-User Support Specialist role at Lucy Electric. Location: Thame. Internal Job Title: Global IT End-User Support Specialist. Job Reference No: 4175.Role purpose: The IT End-User Support Specialist delivers day-to-day on-site operational IT support and remote assistance across Lucy Companies. As the face of IT at your location, you will be part of a collaborative team spanning nine countries, ensuring seamless End User Computing (EUC) services across hardware, printers, operating systems, applications, and end-user devices. The role is measured by the ability to deliver prompt, high-quality support that drives user satisfaction and business value.Business overview: Lucy Electric is an international leader in intelligent secondary power distribution products and solutions, including remote operation and monitoring, and focuses on high-performance switchgear for utility, industrial and commercial applications.Job Context

Deliver assigned IT End-User Support activities and priorities, including incidents, service requests, changes, service improvements, and project-related tasks within agreed service levels, following IT service management processes and standards.Provide enhanced support to VIPs and critical business users to minimize disruption.Collaborate with global teams to improve IT services and end-user experience; build strong relationships to support high-quality service delivery.Act as the hands-on assistant for remote global IT teams, including hardware troubleshooting, network patching, and liaising with business leaders and users for timely resolution. Maintain clean, organized IT equipment and ensure health and safety compliance. Coordinate with vendors for on-site hardware and printers maintenance. Perform user desk relocations as required.Partner with business users and leaders to exploit existing and new technology and drive automation and digital transformation of key processes.Manage deployment and handover of new or replacement hardware, ensuring users are equipped and informed on device usage and support channels.Maintain lifecycle and asset tracking for all IT assets at the location; manage disposals, audits, and validation checks.Stay informed on release cycles for key applications; ensure compatibility within the IT environment. Package applications in Intune and create knowledge articles. Manage application licenses in Asset Management systems.Troubleshoot and resolve hardware and software issues, including performance monitoring and upgrades.Identify and lead continuous IT improvement initiatives to maximize value.Create, maintain, and share user-facing and internal knowledge base articles and technical documentation.Responsibilities / Key Accountabilities

Strong technical knowledge of Microsoft 365, Windows OS, and end-user hardware.Experience with IT tools and platforms including Active Directory, Azure AD, Exchange, Microsoft 365 and ServiceNow (or similar ITSM).Proven ability to troubleshoot and resolve hardware and software issues across PCs, mobile devices, and other user technologies.Excellent written and verbal communication with a friendly, professional demeanor.Strong customer service orientation; capable of supporting users with varying technical proficiency.Self-motivated, flexible, well-organised, able to manage multiple tasks in a dynamic environment.Collaborative team player with a proactive attitude and commitment to high-quality end-user experience.Analytical mindset with problem-solving skills and drive for innovation.Qualifications, Knowledge, and Experience

Minimum:Degree in an IT-related subject3+ years’ experience in an IT End-User Service or Desktop Services roleITIL3/ITIL4 Certification, or 2+ years’ equivalent ITSM experienceUnderstanding of infrastructure technologies (e.g., Networking/SDWAN, SAN, VMWare, DNS, AD)Experience with Microsoft 365 Deployment and OperationsUnderstanding of Microsoft Azure Cloud ecosystems and servicesOperational experience of ServiceNow or similar ITSM with Incident, Change, and Request FulfilmentStrong verbal and written communication; excellent problem-solving skillsBYOD/MDM Deployment and SupportUnderstanding of Information Security (InfoSec) and Cyber Security fundamentalsDesirable:Project management certification or experience delivering projectsStrong understanding of cloud technologies and their enterprise applicationsAdditional Information

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Mid-Senior levelEmployment type

Full-timeJob function

Information TechnologyIndustries

Appliances, Electrical, and Electronics ..... full job details .....