Job Description

Job Purpose

The IT End-User Support Specialist provides high-quality technical support to Lucy Group employees across in regional locations, ensuring timely resolution of incidents and service requests. This role contributes directly to employee productivity and satisfaction by maintaining reliable access to IT systems, devices, and collaboration tools. The specialist supports the Group’s digital workplace strategy by enabling secure, efficient, and user-friendly technology experiences. The role also plays a key part in identifying recurring issues and contributing to continuous improvement initiatives within the IT support function.

Job Context

Operating within the Global IT End-User Services team, the IT End-User Support Specialist reports to the Global IT End-User Support Team Leader and works alongside other support specialists and SME’s. The role supports users across multiple business units and functions to provide on-site assistance. It is instrumental in maintaining service levels, ensuring compliance with IT policies, and supporting the rollout of new technologies and upgrades.

Job Dimensions

• Supports end-users across in regional Lucy Group locations
• Handles incidents and service requests via ServiceNow
• Provides support for Microsoft 365, Windows OS, and endpoint devices
• Participates in hardware provisioning and software deployment
• Contributes to IT asset tracking and compliance
• Escalates issues to third-line support or vendors as required
• Key Accountabilities
• Resolve end-user incidents and service requests efficiently to minimize downtime and disruption.
• Provide technical support for Microsoft 365 applications, Windows operating systems, and endpoint devices.
• Provide on-site IT support at production facilities and remote locations to troubleshoot and resolve connectivity, system, and hardware issues.
• Maintain accurate records of support activities in ServiceNow, ensuring compliance with SLAs.
• Assist in the setup, configuration, and deployment of hardware and software for new and existing users.
• Support onboarding and offboarding processes, including account setup and device allocation.
• Escalate unresolved issues to appropriate support teams or vendors, ensuring timely resolution.
• Contribute to knowledge base documentation and user guides to improve self-service capabilities.
• Participate in, and support cross-functional IT projects and initiatives, providing end-user perspective and testing support.
• Ensure compliance with IT security policies and data protection standards.
• Support global remote IT teams with troubleshooting, and communication with business leaders and users for efficient resolution.
• IT asset, software, and license management, including lifecycle tracking, compliance, and inventory accuracy.

Qualifications, Experience & Skills

Behavioral Competencies

• [Ensures Accountability] Takes ownership of resolving user issues and meeting service expectations
• [Collaborates] Works effectively with peers, vendors, and stakeholders
• [Communicates Effectively] Provides clear, empathetic, and professional support
• [Tech Savvy] Demonstrates proficiency in modern workplace technologies
• [Manages Complexity] Handles diverse technical issues across systems and environments

Minimum Skills, Qualifications and Experience

• Experience in an IT End-User Service or Desktop Services role (3yrs +)
• ITIL4 Certification, or 3+ years’ equivalent experience in IT Service Management
• Strong knowledge of Microsoft 365, Windows OS, and endpoint support
• Excellent troubleshooting and problem-solving skills
• Ability to work independently and collaboratively in a global team
• Awareness of Cyber Security and Information Security principles
• Troubleshoot and resolve basic network issues, including TCP/IP configuration, VLAN access, and Wi‑Fi problems using Cisco Meraki or equivalent network management tools
• BYOD/MDM Deployment and Support
• Understanding of IT tools and platforms including Active Directory, Azure AD, Exchange, Microsoft Entra, SCCM, Intune & Defender
• Operational experience of ServiceNow or similar ITSM system with an understanding of Incident Management; Change Management; Request Fulfilment practices.
• Excellent communication skills, both written and verbal, with a friendly, professional and approachable manner.
• Pro-active and reactive, self-motivated individual, flexible, well-organized, with the ability to manage and prioritize multiple tasks effectively in a dynamic environment.
• Collaborative team player with a positive attitude.
• Demonstrated commitment to delivering a high-quality end-user experience.
• Analytical mindset with a problem-solving approach and a drive for innovation and improvement.

Desirable Skills, Qualifications, and Experience

• Degree in an IT related subject
• Audio & video conferencing systems and IP telephony
• Project management certification or experience of delivering projects
• Strong understanding cloud technology and their application in enterprise environment.

Key Accountabilities

• Hardware Deployment & Configuration: Install and configure user hardware, troubleshooting issues, and ensure timely replacements.
• Application Deployment: Assist with packaging and deploying applications (e.g., via Intune) and resolve related issues.
• Support Activities: Handle incidents, service requests, and hardware refresh within agreed SLAs.
• Onboarding & Setup: Prepare new users’ hardware/software and ensure proper access and permissions.
• Asset Management: Maintain accurate records of assets and tasks.

Qualifications, Experience & Skills

Key Skills:

• Excellent knowledge of Office 365 and MS Operating Systems
• Use of and understanding of IT Tools, Active Directory, Azure AD and Exchange
• Strong knowledge of Office 365, MS Operating Systems, Active Directory, Azure AD, and Exchange.
• Experience with Intune application deployment.
• Ability to troubleshoot hardware/software issues effectively.
• Well organized and able to prioritize workload.
• Collaborative and community focused
• Friendly and positive attitude

Minimum Qualifications, Knowledge, and Experience:

• Degree in an IT related subject
• 2+ years’ experience in Deployment role
• Experience of Microsoft 365 Deployment and Operations
• An understanding of Microsoft Azure Cloud Eco Systems and Services
• Operational experience of ServiceNow (ITSM – Asset management, Incident management, Request Fulfilment).
• Strong Verbal and written communications skills
• Excellent problem-solving skills