End User Support Analyst

We are Eversheds Sutherland, a global law firm, with more than 5,000 people across over 30 countries. We’re full-service with deep niche and sector experience. Whatever challenge, wherever in the world, we’re equipped and ready to meet it. We live our values, we’re purposeful and purpose-led. So although the world is fast-moving and rapidly changing, we see it as a place where everyone can thrive. We’re ambitious for our clients, our communities – and for you. Whether you’re starting out on your career or well established, whether you’re a lawyer or in business services. If you’re looking for what’s next, we are too.

Our team

The role of the End User Support Analyst (EUS Analyst) is to provide onsite IT support for colleagues, this will cover all end user devices, iPhone, iPad, PC, laptop etc. Utilising strong technical skills, the EUS Analyst will resolve and fulfil technical Incidents and Service Requests, and where appropriate, provide an interface for other activities such as IT Service Desk, Major Incident Management, Asset Management, Change Management, and Problem Management.

The End User Support Analyst will contribute to the maintenance and adherence of the operational processes, toolsets and procedures.

The End User Support Analyst will play an integral role supporting escalations and ensuring end users receive high quality IT support services. You will utilise the Service Management toolset, provide accurate and timely updates to agreed standards for all Incidents and Service Requests.

Role and key responsibilities

For this role we are looking for an experienced End User Support Analyst who takes a customer first approach in all end user support interactions. They will share and support the vision for service excellence and willingly identify opportunities to develop this vision further.

The End User Support Analyst will technically resolve incidents and fulfils service requests across all supported IT devices in accordance with agreed service levels. Where Technical responsibilities dictate, liaise with other internal support teams, internal senior management and suppliers in the day to day management of Incidents and Service Requests.

They will provide and identify key issues and risks, escalating promptly to line management team, attend and actively participates in team meetings and drives quality to the fore during all aspects of work.

Skills and experience 

• Perform advanced troubleshooting across Windows/macOS, Microsoft 365 apps, and common end-user tooling (profiles, add-ins, authentication, connectivity).
• Support endpoint management and deployment activities (imaging/provisioning, software deployment, patching).
• Administer and support identity and access tasks (e.g., Active Directory / Entra ID user, group, and access changes) within agreed policies.
• Manage MDM activities for mobile devices (enrolment/unenrolment, policies/profiles, compliance, remote actions).
• Troubleshoot hardware and peripherals (laptops, iPhones/iPads, docks, monitors, headsets), coordinating repair/replacement where needed.
• Investigate recurring issues and contribute to problem management (trend analysis, root cause, workaround/permanent fix recommendations).
• Escalate to 3rd line / 3rd parties with clear diagnostics, logs, and reproduction steps; track to resolution.
• Maintain high-quality ticket notes, asset records, and knowledge articles, and coach/enable colleagues through documentation and handovers.

Candidate Profile

The ideal candidate will demonstrate the following:

• A strong customer-service mindset
• Highly technical, with the ability to diagnose complex issues and apply structured troubleshooting.
• Professionalism and a keen attention to detail
• Ability to prioritise and manage competing demands in a fast-paced environment
• A collaborative, team-focused approach
• Be comfortable travelling to other offices from time to time

Diversity & Inclusion

At Eversheds Sutherland, “Inclusive” is a core business value. We bring together different skillsets, global mindsets and approaches. We foster diversity of thought and the freedom to put ideas into action. We have an inherent respect for the individual. We have a strong belief in collaboration and teamwork. Sharing ideas, asking questions, solving challenges and meeting our clients’ goals: together.

We want all our people to thrive at work and reach their full potential and we work hard to continue to build a diverse and inclusive culture, monitor and report on our progress and impact, and develop our approach. This is reflected in our policies, systems and processes, and in our work with diversity membership organisations.

Many of our people work flexibly in some way and we are open to considering how we can accommodate flexible working arrangements alongside role requirements. If this is important to you, please talk to us about it during the recruitment process.

We want you to perform at your best during our recruitment process. If there is any adjustment or support you need, please contact us so we can discuss how we can best assist you.

For you,

For your success.

And what's next.

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