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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # End User Support Analyst - **Company:** Xpertise Recruitment - **Location:** Cardiff, UK - **Salary:** £35,000.0 - £40,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Apple Mac Systems, User Authentication, Collaborative Software, Desktop Computing, Identity and Access Management, Software Deployment, Office365, Microsoft InTune, Laptops, User Accounts - **Published:** September 10, 2026 - **Apply:** https://www.collegerecruiter.com/job/2833355478-end-user-support-analyst ## About the Role * 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. ## Description 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. ## Related Videos - [Checkmate: 5 Real Incidents That Can End a Software Company](https://www.wearedevelopers.com/videos/100126-checkmate-5-real-incidents-that-can-end-a-software-company) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Full-stack role-based authorization in 45 minutes](https://www.wearedevelopers.com/videos/312-full-stack-role-based-authorization-in-45-minutes) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Swapping Low Latency Data Storage Under High Load](https://www.wearedevelopers.com/videos/746-swapping-low-latency-data-storage-under-high-load) - [Synthetic Insiders: The New AI Risk to Your Org](https://www.wearedevelopers.com/videos/100057-synthetic-insiders-the-new-ai-risk-to-your-org) ## Related Articles - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [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)