End User Support Specialist

End User Support Engineer – Financial Services

Location: Central London

Experience: 3+ years

About the Role

Our client is a leading financial services business based in Central London , seeking a customer-focused and technically capable End User Support Engineer to join its dedicated Premier Technology Services team.

This is an excellent opportunity to provide high-quality, hands‑on IT support to revenue-generating professionals, including Traders, Bankers and Wealth Managers, within a fast‑paced, high‑pressure financial services environment.

Key Responsibilities

• Deliver 1st and 2nd line desktop and end-user support across Windows and iOS devices, corporate applications and associated hardware.
• Provide technical support for Traders, Bankers and Wealth Managers, resolving incidents and service requests in a timely and professional manner.
• Support corporate iOS devices and BYOD mobile phones, including configuration, troubleshooting and device management.
• Troubleshoot Windows 11 endpoints, mobile devices, connectivity issues and both thin and fat client environments.
• Support Microsoft 365, Outlook, OneDrive, Exchange Online, Microsoft Teams, Microsoft Edge, Cisco VPN and Zoom.
• Provide 1st line support for meeting room technology, audiovisual equipment and key business events.
• Assist with the delivery of IT projects involving Windows and iOS endpoints, ensuring work is completed on time and to a high standard.
• Conduct monthly proactive analysis of the end-user device estate using Riverbed, identifying potential issues and opportunities for improvement.
• Utilise ServiceNow to manage incidents and service requests, maintaining accurate records and following established processes.
• Provide end users with guidance, training and best‑practice advice on devices, Windows configurations and technology features.
• Identify recurring technical issues, provide feedback on potential risks and contribute to proactive service improvements.
• Maintain excellent customer satisfaction through strong technical knowledge, clear communication and a customer‑first approach.
• Adhere to documented procedures and service standards to ensure consistent, reliable and efficient IT service delivery.

Key Skills & Experience

• Experience: At least 3 years' experience in end‑user support, desktop support, technical support, client services or production support.
• Windows & iOS: Strong troubleshooting skills across Windows 11, Apple devices and corporate mobile endpoints.
• Microsoft 365: Practical knowledge of Microsoft 365, OneDrive, Exchange Online, Microsoft Teams and recommended configuration practices.
• Device Management: Familiarity with Microsoft Intune and endpoint management processes.
• IT Service Management: Experience using ServiceNow or a similar ITSM platform to manage incidents and service requests.
• Connectivity: Understanding of endpoint connectivity, VPNs and network‑related issues affecting end users.
• Customer Service: Excellent communication and interpersonal skills, with the ability to support demanding stakeholders in a professional and composed manner.
• Organisation: Strong prioritisation, time management and problem‑solving skills, with the ability to work effectively under pressure.
• Teamwork: Comfortable working independently while collaborating closely with colleagues to maintain high service standards.
• Process & Compliance: A disciplined approach to following documented procedures and maintaining consistent service delivery