End User Support Specialist - Humankind

The End User Support Specialist (Band II) delivers structured, high-quality end-user technology support across assigned business units, ensuring a reliable and consistent client experience across endpoint, workplace, and user lifecycle services. The role focuses on controlled execution, stronger case ownership, workplace readiness, and support quality across defined support boundaries.

The role operates within a defined support model where Service Desk owns front-line support, including intake, triage, and resolution within defined scope; End User Support Specialists own structured execution for escalated and onsite support activities; End User Compute (EUC) owns endpoint platforms and standards; and the Client Support Operations Lead defines and enforces workflows.

This role is responsible for the operational delivery of end-user support, workplace readiness, and user experience. Accountability for endpoint engineering, technical architecture, and infrastructure change approval remains with the relevant engineering and operational teams.

Role Scope and Primary Accountability

·       Deliver reliable execution of end-user incidents, requests, and support tasks within agreed service boundaries.

·       Own support cases end-to-end, maintaining clear communication, user engagement, and accurate ITSM tracking.

·       Execute joiner, mover, leaver (JML) activities in a controlled, auditable, and standards-aligned manner.

·       Maintain endpoint, meeting room, and workplace technology readiness across supported offices and locations, including providing cross-site support where required.

·       Provide structured high-touch support for executive interactions, business-critical meetings, and events.

·       Escalate non-standard or out-of-scope issues through the correct operational and technical channels.

·       Identify repeat issues, service friction, and workflow gaps to support continuous improvement and service stability.

·       Support the identification of opportunities where scripting, automation, AI-assisted tooling, or workflow improvements can reduce manual effort, improve support consistency, and enhance the end-user experience.

Operational standards are defined by the Client Support Operations Lead. Endpoint platform design and standards remain with EUC. Line management accountability sits with the Client Support Team Lead.

Core Responsibilities

Support Execution and Case Ownership
Deliver incidents and service requests escalated from Service Desk or routed directly through approved channels. Progress work through to resolution, maintain timely updates, and ensure every activity is accurately managed in ITSM tooling.

User Lifecycle Delivery (JML)
Execute onboarding, offboarding, access changes, device handovers, and related user lifecycle activities accurately, consistently, and within agreed controls, approval paths, and audit expectations.

Endpoint Experience and Workplace Readiness
Support endpoint devices, peripheral technology, collaboration spaces, and workplace IT services across offices and locations. Perform routine readiness checks, validate service usability, and maintain a consistent user experience across sites.

Business Enablement and High-Touch Support
Provide structured support for executive users, leadership interactions, events, and critical meetings. Ensure environments are prepared, tested, and supported using repeatable methods.

Hardware and Refresh Coordination
Support device setup, replacement, refresh, decommissioning, and recovery activities in alignment with EUC standards, asset controls, and approved deployment approaches.

Process Adherence and Standardisation
Operate independently within agreed workflows, decision boundaries, and escalation models. Reinforce repeatable ways of working and reduce dependence on ad hoc support practices.

Cross-Team Collaboration and Escalation
Work closely with Service Desk, EUC, Identity, Infrastructure, Security, and local site stakeholders to ensure clean handoffs, complete context, and timely escalation of technical or policy-led issues.

Continuous Improvement and Knowledge Contribution
Highlight recurring issues, process inefficiencies, or experience gaps. Contribute to knowledge articles, procedural documentation, and service improvements that strengthen consistency and reduce rework.

Where appropriate, support the use of scripting, automation, and AI-assisted tools to simplify repetitive tasks, improve knowledge quality, and help the team identify opportunities for more efficient support delivery.

Operating Boundaries and Decision Rights

Authorised to
Own and progress support work within agreed scope; execute approved support and lifecycle activities; escalate risks, blockers, and non-standard cases; recommend service improvements based on operational evidence.

Not authorised to
Define service workflows; approve endpoint standards; implement platform engineering changes; override access governance or security controls; make infrastructure or architectural decisions outside approved support boundaries.