- Company Name
- Crimson Limited
- Job Title
- End User Support Analyst - Laptop Swaps - Cardiff
- Job Description
-
**Job Title:** End User Support Analyst – Laptop Swaps
**Role Summary:**
Provide day‑to‑day support for high‑volume laptop swaps and general end‑user IT service desk duties. Handle troubleshooting, installation, and maintenance of laptops, mobile devices, and office telephony across the organization. Deliver responsive, user‑centric service within a professional services environment.
**Expectations:**
- Respond to and resolve a large number of end‑user requests efficiently.
- Perform laptop swap processes on schedule and maintain service levels.
- Engage users across all technical skill levels with clear communication.
- Document all support activities accurately in the ticketing system.
**Key Responsibilities:**
- Execute laptop swap procedures, including provisioning, configuration, and deployment.
- Troubleshoot Microsoft Windows OS installations, updates, and issues.
- Install, update, and support Microsoft Office suites.
- Resolve queries related to MS Office 365, Azure, Active Directory, and MS Exchange Server.
- Manage enterprise‑level mobile device enrollment, queries, and remediation using MobileIron.
- Provide support for HP, Lenovo, Apple laptops, iPhones, iPads, office telephony, and Wi‑Fi connectivity.
- Maintain and update inventory, documentation, and knowledge base articles.
- Collaborate with other IT teams to resolve complex incidents and improve processes.
**Required Skills:**
- Extensive experience in end‑user support within a busy professional services setting.
- Proficient with MS Office 365, Azure, Windows, Active Directory, MS Exchange Server.
- Hands‑on knowledge of HP, Lenovo, Apple laptops, iPhones, iPads, office telephony, and Wi‑Fi.
- Skilled in Windows OS installation/updating and Microsoft Office suite deployment.
- Experience with MobileIron or comparable MDM solutions.
- Strong verbal, written, and presentation communication skills.
- Ability to explain technical concepts to non‑technical audiences.
- Self‑directed, thorough documentation habits.
**Required Education & Certifications:**
- Minimum of a bachelor’s degree in Information Technology, Computer Science, or related field *or* equivalent professional experience.
- Certifications such as Microsoft Certified: Modern Desktop Administrator Associate, Microsoft 365 Certified: Enterprise Administrator, or equivalent are preferred.