End User Support Analyst

About Element

Element is one of the fastest growing testing, inspection and certification businesses in the world. Globally we have more than 9,000 brilliant minds operating from 270 sites across 30 countries. Together we share an ambitious purpose to ‘Make tomorrow safer than today’. When failure in use is not an option, we help customers make certain that their products, materials, processes and services are safe, compliant and fit for purpose. From early R&D, through complex regulatory approvals and into production, our global laboratory network of scientists, engineers, and technologists support customers to achieve assurance over product quality, sustainable outcomes, and market access.

While we are proud of our global reach, working at Element feels like being part of a smaller company. We empower you to take charge of your career, and reward excellence and integrity with growth and development.

About the role

This highly visible role provides executive support to the C-suite while delivering high-quality technical support to end users across the wider organisation. You will resolve incidents and service requests, support workplace technology, and ensure an excellent customer experience through timely, professional, and effective IT support. This is a hybrid role based at our Covent Garden office, with an expectation of being onsite a minimum of two days per week. Additional onsite attendance may be required during busy periods.

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

Essential

• 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

Desirable

• 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

Skills

• 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

Benefits

• Hybrid working environment
• 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