Other Requirement
Strong troubleshooting mindset and ability to work in a fast-paced environment
ROLE OVERVIEW
This role sits within a Global End User Services function responsible for supporting internal users across multiple office and lab environments. The team provides hands‐on IT support across desktops, devices, meeting rooms, and connectivity, ensuring seamless day‐to‐day operations.
The environment is fast‐paced and service‐driven, requiring strong communication, initiative, and problem‐solving capability. The successful candidate will work as part of a collaborative IT Operations team supporting both on‐site and remote users.
At a high level the successful candidate will require:
* Hands‐on experience with hardware support (laptops, printers, meeting rooms)
* Solid troubleshooting and issue resolution skills
* Experience working with ticketing systems (e.g. ServiceNow)
* Ability to support both office‐based and remote users
* Strong communication and user‐facing support skills
MUST-HAVE SKILLS
End User Support (Desktop & Devices) - CORE
Provide 1st and 2nd level support to end users across desktop environments, including diagnosing and resolving hardware and software issues for both on‐site and remote users.
Ticketing & Incident Management - CORE
Manage and resolve support requests via a ticketing system (e.g. ServiceNow), ensuring timely updates, prioritisation, and resolution of incidents.
Hardware Support & Lifecycle Management - REQUIRED
Perform laptop imaging, repairs, and maintenance. Manage hardware inventory, asset tagging, and tracking of devices across the organisation.
Workplace Technology Support - REQUIRED
Support meeting rooms, conference room technology, digital signage, and office printers to ensure smooth business operations.
Basic Infrastructure & Network Support - REQUIRED
Provide Level 1 support for network closets, connectivity issues, and UPS systems, escalating where necessary.
Collaboration & Customer Support - REQUIRED
Interact with internal users at all levels to troubleshoot issues, provide solutions, and maintain a high level of customer service.
GOOD TO HAVE
Exposure to multi‐site or global IT environments, with the ability to support diverse user bases and collaborate with wider IT teams.
GOOD TO HAVE - NOT A BLOCKER
* Experience supporting lab or specialised environments
* Basic networking knowledge beyond Level 1 support
* Experience working in a large enterprise environment
* Familiarity with ITIL processes
* Experience working with remote support tools
WHAT YOU WILL WORK ON
* Providing day‐to‐day IT support to internal users across multiple locations
* Resolving technical issues across desktops, laptops, and workplace technology
* Managing and responding to tickets via the ITSM system
* Supporting meeting rooms, printers, and office infrastructure
* Maintaining accurate hardware inventory and asset records
* Collaborating with other IT teams to resolve escalated issues
* Supporting network closets and basic connectivity troubleshooting
CERTIFICATIONS
* IT‐related qualification (preferred but not essential)
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