End User Computing Support Analyst (EUCSA), Technology


Have you got a fresh approach to providing technical customer support services?

The role of the EUCSA is to ensure excellent delivery of our support portfolio to our customers and stakeholders. Be part of a dynamic and flexible Desktop Service Delivery team with strong customer focus. Provide service excellence in a lively agile environment whilst striving to deliver the highest level of customer service.


Your Key Responsibilities & Duties required for this role:

  • Provide primary customer support for end user computing services, including desktops, laptops, printing and voice services.
  • Provide troubleshooting and support for Mac OSX / iOS / Windows operating systems.
  • Respond to incidents and service requests in a timely manner, in accordance with SLA’s.
  • Maintenance and management for File & Print, SCCM and Casper services.
  • Ensure hardware and asset management process are adhered to.
  • Responsible for the management of the technology spares and loan equipment.
  • Provide Audio Visual assistance for meets, include audio and video conferencing.
  • Liaise with third party companies who are contracted to provide services to business.
  • Collaborate with team members across all UK locations.
  • Work from other UK locations and out of hours support as requested.


Personal Characteristics

  • Experience of working within a Desktop Service Delivery team.
  • Experience at working independently and in a team-oriented, collaborative environment is essential.
  • Exceptional customer service skills with a real service mind-set.
  • Build relationships with technical teams and stakeholders.
  • Ability to effectively prioritise and execute tasks in a busy environment.
  • Proven analytical and problem-solving abilities.
  • Keen attention to detail.
  • Highly self-motivated and directed
  • A people person who has the ability to present ideas in a customer friendly language.


Knowledge, Skills & Experience:

  • 3 years + experience of working within a busy Service Desk / End User Computing Environment.
  • Strong knowledge and experience of Microsoft desktop operating systems and the MS Office suite Inc. Office 365
  • Experience of “Genius” type tech support bar
  • Experience of follow me printing technology, print server configuration and associated software
  • Strong at producing, maintaining documentation
  • Experience of the set up and configuration of mobile devices (smart phones and tablets)
  • Strong desktop hardware skills
  • Previous experience in an IT customer facing support role


If this sounds like your perfect next step, please apply to us with a CV and cover letter and all applications will be considered on a rolling basis.


Please note, we are not able to accept agency CVs for this role. Any CVs sent speculatively, will not be eligible for a fee.

Company: The Random House Group Limited 

Country: United Kingdom 

State/Region: London 

City: London 

Postal Code: WC2R 0RL 

Job ID: 46691

Job Segment: Help Desk, Information Technology, Technical Support, Service Desk, Technology, Customer Service