End User Support Analyst

We are partnering with a leading organisation seeking an experienced End User Support Analyst to join their IT support function in Cardiff.

This is an excellent opportunity for a customer focused IT professional with strong 2nd Line Support experience who enjoys working in a hands on environment. The role will be responsible for providing high quality technical support across a range of end user technologies, ensuring employees receive an efficient and professional IT service.

Working as part of a wider support team, you will play a key role in resolving complex technical issues, supporting device management activities, and contributing to the continuous improvement of IT support services and processes., * Provide 2nd line technical support across a range of end user technologies including desktops, laptops, mobile devices, and collaboration tools.

• Troubleshoot and resolve complex issues across Windows, macOS, Microsoft 365, authentication services, and connectivity related problems.
• Support device lifecycle management activities including builds, deployments, software installations, upgrades, and patching.
• Manage user accounts, permissions, and access requests through Active Directory, Entra ID, and associated identity management platforms.
• Administer and support mobile device management solutions, ensuring devices remain compliant and appropriately configured.
• Diagnose and resolve hardware and peripheral issues, coordinating repairs and replacements where required.
• Investigate recurring incidents, identify trends, and contribute towards long term solutions and service improvements.
• Escalate complex issues to specialist teams and third party providers, providing detailed diagnostics and ensuring ownership through to resolution.
• Maintain accurate ticket updates, asset records, and technical documentation in line with service standards.
• Collaborate closely with internal IT teams to deliver a seamless support experience for end users.

• Proven experience within a 2nd Line Support, End User Support, Desktop Support, or similar IT support role.
• Experience working within professional services and/or a large corporate organisation
• Strong troubleshooting skills across Windows and/or macOS environments.
• Experience supporting Microsoft 365 applications and services.
• Knowledge of Active Directory and/or Entra ID administration.
• Experience supporting endpoint management and device deployment activities.
• Exposure to Mobile Device Management (MDM) platforms such as Microsoft Intune or equivalent.
• Experience supporting laptops, desktops, mobile devices, and associated peripherals.
• Strong understanding of incident management, service request fulfilment, and IT support best practices.
• Experience working with ITSM or service management tools.
• Ability to manage multiple priorities while maintaining excellent customer service standards., * Customer focused with a passion for delivering excellent support.
• A strong problem solver with a structured approach to troubleshooting.
• Professional, organised, and detail oriented.
• Able to prioritise effectively in a fast paced environment.
• A collaborative team player who enjoys working closely with colleagues and stakeholders.
• Proactive and committed to continuous improvement.
• Comfortable travelling to other office locations when required.