> Markdown version of [/jobs/ext/1961461-internal-it-support](https://www.wearedevelopers.com/jobs/ext/1961461-internal-it-support). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Internal IT Support - **Company:** Magellan - **Location:** Nottingham, UK (Remote available) - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Microsoft Azure, Business Software, Data Centers, Identity and Access Management, SAP (Applications), Software Deployment, Data Logging, Load Balancing, ServiceNow IT Service Management, Peripherals, Microsoft InTune, Information Technology, Servicenow - **Published:** August 7, 2026 - **Apply:** https://www.careerjet.co.uk/job/gb66d0693196717b9e99e85c20e624971c/eaa ## About the Role * Proven experience in an End User Support, Service Desk, or Desktop Support role. * Strong knowledge of Windows operating systems, Microsoft 365, Azure / Intune, and standard desktop technologies. * Experience supporting enterprise hardware, mobile devices, printers, and peripheral equipment. * Experience using IT Service Management (ITSM) platforms such as ServiceNow. * Excellent troubleshooting and analytical skills with the ability to resolve technical issues efficiently. * Ability to prioritise workloads, manage multiple tasks, and work effectively in a fast-paced environment. * A proactive approach with a focus on continuous improvement and delivering an exceptional end-user experience. Soft Skills (Interpersonal Skills) * Communication: Express thoughts clearly, confidently, and professionally, using effective verbal, written, and non-verbal communication. * Active Listening: Give full attention to colleagues and customers, seeking to understand requirements without interrupting and asking appropriate questions. * Empathy: Demonstrate understanding, patience, and consideration for the needs and concerns of end users, delivering a positive support experience. * Conflict Resolution: Remain calm and professional when handling challenging situations, working collaboratively to resolve issues and maintain positive relationships. * Teamwork: Work effectively with colleagues across IT and the wider business, sharing knowledge and contributing to shared goals and successful outcomes. * Strong customer service and stakeholder management skills with the ability to build positive working relationships across all levels of the organisation. ## Description The End User Support Analyst is responsible for delivering high-quality technical support and ensuring an excellent end-user experience across the UK & Ireland business. Acting as a key point of contact for internal IT support, the role provides expert troubleshooting, manages hardware and software deployments, and contributes to the continual improvement of internal IT services and support processes. Day-to-Day Responsibilities * Provide first and second-line technical support for hardware, software, mobile devices, peripherals, and business applications, ensuring timely resolution of incidents and service requests. * Diagnose, troubleshoot, and resolve complex technical issues through multiple support channels, including telephone, email, chat, and the ServiceNow ticketing platform. * Take ownership of incidents from initial logging through to resolution, ensuring users are kept informed and service levels are consistently achieved. * Install, configure, and maintain desktop and laptop hardware, operating systems, standard applications, and peripheral devices. * Support user onboarding and offboarding activities, including device provisioning, account setup, and access management. * Coordinate the repair, replacement, and warranty management of IT equipment with external vendors and manufacturers. * Maintain accurate records of incidents, service requests, asset information, and technical documentation within ServiceNow. * Manage IT hardware inventory, ensuring stock levels are maintained, assets are tracked, and equipment is deployed efficiently. * Develop, maintain, and enhance knowledge base articles, technical documentation, and user guidance to improve service quality and promote self-service. * Create and update end-user training materials and deliver guidance to improve user knowledge and adoption of technology. * Work collaboratively with infrastructure, applications, development, and testing teams to resolve cross-functional technical issues and improve the overall IT service. * Identify recurring issues, recommend process improvements, and contribute to continual service improvement initiatives. * Stay current with emerging technologies, industry best practices, and IT service management standards, making recommendations for improvements to hardware, software, and support processes. * Ensure compliance with Global IT policies, security standards, and operational procedures. * Consistently meet or exceed Global IT Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and customer satisfaction targets. * Travel to other business locations across the UK & Ireland when required to provide on-site support, assist with projects, or support business initiatives., When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer. Required Cookies These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not then work. These cookies do not store any personally identifiable information. Required Cookies Show More Details Required Cookies Provider Description Enabled SAP as service provider We use the following session cookies, which are all required to enable the website to function: * "route" is used for session stickiness * "careerSiteCompanyId" is used to send the request to the correct data center * "JSESSIONID" is placed on the visitor's device during the session so the server can identify the visitor * "Load balancer cookie" (actual cookie name may vary) prevents a visitor from bouncing from one instance to another ## Related Videos - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [The Sustainability Race: AI's Promises, Pitfalls and Potential](https://www.wearedevelopers.com/videos/100155-the-sustainability-race-ai-s-promises-pitfalls-and-potential) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Building a Cross-Platform BLE Client with Kotlin Multiplatform and Kable](https://www.wearedevelopers.com/videos/100250-building-a-cross-platform-ble-client-with-kotlin-multiplatform-and-kable) - [Hosting a modern justice system](https://www.wearedevelopers.com/videos/332-hosting-a-modern-justice-system) - [Building the Nervous System of AI - Michael Kagan (NVIDIA)](https://www.wearedevelopers.com/videos/2133-building-the-nervous-system-of-ai-michael-kagan-nvidia) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Frontend Developer Salary in The UK](https://www.wearedevelopers.com/magazine/233-frontend-developer-salary-in-the-uk)