End User Support Analyst

Location: London with hybrid working (3 days per week in the Colindale or Farringdon office)

Hi! We're UW. We’re on a mission to take the headache out of utilities by providing them all in one place. One bill for energy, broadband, mobile and insurance and a whole lot of savings!

We’re aiming to double in size as we help more people to stop wasting time and money—big ambitions, to be delivered by people like you.

Got your attention? Read on…

We put people first. It’s all about you..

We are seeking an End User Support Analyst to join our EUX team. You'll bring a passion for delivering exception service and a genuine interest in workplace technology to support the team to resolve technical issues for colleagues across the business. 

Minimum requirements 

• Previous experience in a similar technical support or IT helpdesk role
• IT troubleshooting skills - You'll be used to resolving technical queries with end users
• Knowledge of ticketing systems (e.g. Service Now)

Here's the other skills & competencies we're looking for you to bring:

• Good communication skills with the ability to effectively communicate with a wide range of employees, including senior management.
• An understanding of ITIL Service Management best practices for Incident, request and change. 
• IT-related qualifications are beneficial.
• You'll be service-driven with excellent customer-facing skills.
• A passion for for continuous improvement of services- You'll be curious to understand how to better enable our business with information systems.
• You can work autonomously and proactively; You also works well in a team and enjoy collaborating.
• The ability to see the "big picture" from a company and financial point of view is important you will understand risk and information security concerns.
• You'll take responsibility for delivering your work and be conscientious in ensuring a job well done.
• A problem solver with the ability to take a clear and methodical approach to troubleshooting whilst thinking creatively to meet business needs.
• An adaptable mindset and keenness to learn new skills and systems.

We work together. Your team and the people you will work with…

Reporting to the End User Support Team Leader, you'll join a multi-discipline team who work to ensure our employees are able to work effectively and without interruption. On a day-to-day basis you'll communicate with and support a diverse range of employees across the organisation.

We deliver progress. What you’ll do and how you will make an impact.

In this role, you'll learn how to support end users with resolving problems with their technology and how to embrace new technologies. You'll work across several IT Support channels, undertaking analysis of tickets, and contributing to automation work.

Key responsibilities will include:

• Resolving all technical problems within the London offices and remotely where appropriate, identifying solutions to technical and delivering these solution.
• Documenting details of all hardware/software that have been installed and removed so that configuration management records can be updated to maintain the integrity of the estate.
• Ensure all equipment; PCs, Laptops, Printers, iPhone, telephones and scanners are maintained in optimum condition.

So why pick UW?

We’ve got big ambitions so there’s going to be plenty of challenges. There are also a lot of benefits:

• An industry-benchmarked salary. We’ll share it during your first conversation.

• Share Options and Save as You Earn scheme.

• Work-from-anywhere policy for up to 2 weeks per year.

• Discounts on our services and a free Cashback Card.

• Matched-contribution pension scheme and life assurance up to 4x salary.

• Family-friendly policies designed to help you and your family thrive.

• Discounted private health insurance, Employee Assistance line and free Virtual GP.

• Belonging groups helping shape an inclusive future.

• A commitment to learning and progression through our Career Development Framework with regular review and promotion cycles.

 

Apply here!

You’ve got this far… Hit apply — we can’t wait to hear from you!

Worried you don’t hit every criterion? We welcome applications from diverse backgrounds — get your application in and let’s chat!

Dale Lambert will be your point of contact throughout the recruitment process.

Not sure you meet all the requirements? Let us decide! Research shows that women and members of other underrepresented groups tend not to apply for jobs if they think they may not meet every qualification, when in fact they often do.

We provide equal opportunities, a diverse and inclusive work environment, and fairness for everyone. You are welcome to apply no matter your age, disability, gender, marriage or civil partnership status, pregnancy and maternity status, race, religion or belief, or sexual orientation. Please don’t be afraid to ask about what we can do to support your needs. All requests will be carefully and fairly considered.

Please note, if you are successful and offered a role at UW, you will be subject to a background check. Where checks are unsatisfactory or incomplete and/or a failure to reveal information relating to convictions that you are required to identify as part of the background checks, could lead to withdrawal of an offer of employment.