Global IT End-User Support Specialist

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

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