Internal Job Title: IT End-User Support Specialist
Business: Lucy Group Ltd
Location: Thame, Oxfordshire
Job Reference No: 4175
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.
Business Overview
Lucy Group is an international group that makes the built environment sustainable.
Our electric businesses advance the transition to a carbon-free world with infrastructure that enables renewable energy and smart cities. Our real estate businesses support sustainable living through responsible property development and investment.
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 minimise downtime and disruption.
Provide technical support for Microsoft 365 applications, Windows operating systems, and endpoint devices.
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.
Monitor and report on recurring issues to support continuous improvement.
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.
Maintain IT equipment and spaces in compliance with health and safety standards.
Maintain the lifecycle of all IT assets for your location.
Minimum Skills, Experience And Qualifications
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
Experience with ServiceNow or similar ITSM tools
Excellent troubleshooting and problem-solving skills
Strong communication and customer service orientation
Ability to work independently and collaboratively in a global team
Awareness of Cyber Security and Information Security principles
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-organised, with the ability to manage and prioritise 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
BYOD/MDM Deployment and Support
Understanding of IT tools and platforms including Active Directory, Azure AD, Exchange, ServiceNow (or similar ITSM tools), Microsoft Entra, SCCM, Intune & Defender.
An understanding of Infrastructure technologies (e.g., Networking/SDWAN, SAN, VMWare, DNS), including administration and operation.
Project management certification or experience of delivering projects
Strong understanding cloud technology and their application in enterprise environment.
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
Does this sound interesting? We would love to hear from you. Our application process is quick and easy. Apply today!
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