115 Key User jobs in the United Kingdom

End User Support Analyst Location: Doncaster, onsite working with 5 days in the office Ready to leverage your service desk experience and IT skills in a fast-paced, collaborative environment? What the role has to offer Take ownership of incidents from start to finish, ensuring timely resolution that meets customer satisfaction and aligns with SLA targets, while developing strong problem-solving skills in a dynamic environment Gain hands-on experience with a wide range of IT systems, including Active Directory, Exchange, VMWare, and Microsoft Office deployments, enhancing your technical expertise and career growth opportunities Our Opportunity Join our UK Service Desk Team and play a key role in delivering exceptional IT support to business users across the UK. In this role, you’ll manage incidents and service requests using the ServiceNow tool, ensuring timely logging, accurate diagnosis, and effective resolution to keep our operations running smoothly. If you're passionate about problem-solving and providing outstanding user support, apply now to become an essential part of our dedicated IT support team! The Service Desk covers Monday to Friday 07:30 to 18:00. The role would involve working as part of a large SC Cleared team taking telephone calls and chats from users from all areas of the business as well as monitoring the on-line portal, deploying software and managing Service Request implementations. Building a Future, we can all trust. For our businesses to thrive, employees need to have a state-of-the-art experience while working in the office, at home, or abroad. Information Systems & Technology’s activities in infrastructure, systems, applications, support, security, and business intelligence enable optimised productivity for Thales staff around the world. What We Can Offer We’re committed to giving you opportunities to be your best. We believe in embracing the passion and potential of our people, and to achieve this we offer market leading training, development and experiences, along with the opportunity to be mentored and coached by some of the smartest minds in the industry. We hire from within as our first priority, so you’ll have a myriad of opportunities within our diverse, global organisation. Key Responsibilities and Tasks End to end call management of incidents through to resolution as required to ensure the incidents are fixed to the satisfaction of the customer and in-line with SLAs Responsible for answering all calls and chats to the Service Desk within the SLA response times Raising Service Requests from users either via the phone or online portal Accurately recording all incident details and resolution activity into the Service Desk tool Assisting Problem Management in the provision of root cause analysis and troubleshooting ensuring that all data is accurate and up to date where applicable Providing a high level of first-time fix for all incidents Escalating incidents to the next level of management or technical support where SLA timescales are reached Ensuring regular communications updates are provided to the customer until incidents are resolved User account creation in Active Directory and NT Email account management in Exchange Full lifecycle administration of Windows Shares and Active Directory Deployment of Virtual Machines within VMWare Configuration and deployment of Microsoft Office suites and other software Adherence to Thales procedures, working practices and department specific processes Other ad-hoc duties as required to support the Service Management operation About You At Thales, we are committed to equal opportunities and welcome all talented individuals to consider joining our team. So even if you don't match every statement below but feel you have some of the experience, knowledge or skills needed for this role, we encourage you to apply. It will take all of us working together to deliver solutions to the world’s most critical challenges. We’re looking for someone with service desk experience, handling a diverse range of issues, applications, and assets. Familiarity with Enterprise Volt, Windows 7, Exchange, Outlook, and other Microsoft applications is a big plus! You’ll thrive by communicating confidently and thoughtfully with a wide variety of colleagues and suppliers. ITIL v3 Foundation is desirable. If you come from a customer service and IT background and enjoy collaborating within a large, dynamic team, this role is perfect for you. You’ll need to be adaptable to shifting priorities, delivering outstanding customer service every step of the way. Bring your methodical problem-solving skills to troubleshoot both IT and Service Management challenges with confidence and precision! Ready to take your IT support career to the next level? Apply today and join our dynamic Service Desk team! Security Clearance Statement This role will require SC Clearance. It would be advantageous if currently held, however, if not currently held, it is a requirement that the successful applicant will undergo, achieve, and maintain SC Clearance. Please visit the UKSV website for further guidance. To be eligible for full SC, you generally need to have resided in the UK for the last 5 years. In some circumstances, a minimum of 3 years’ residence in the UK over the last 5 years may be accepted, with additional overseas checks. For further details of the evidence required to apply for Baseline and Security Clearance please refer to the National Security Vetting (NSV) Agency - United Kingdom Security Vetting - GOV.UK (

End User Support Analyst

Location: Doncaster, onsite working with 5 days in the office

Ready to leverage your service desk experience and IT skills in a fast-paced, collaborative environment?

What the role has to offer

• Take ownership of incidents from start to finish, ensuring timely resolution that meets customer satisfaction and aligns with SLA targets, while developing strong problem-solving skills in a dynamic environment
• Gain hands-on experience with a wide range of IT systems, including Active Directory, Exchange, VMWare, and Microsoft Office deployments, enhancing your technical expertise and career growth opportunities

Our Opportunity

Join our UK Service Desk Team and play a key role in delivering exceptional IT support to business users across the UK. In this role, you’ll manage incidents and service requests using the ServiceNow tool, ensuring timely logging, accurate diagnosis, and effective resolution to keep our operations running smoothly. If you're passionate about problem-solving and providing outstanding user support, apply now to become an essential part of our dedicated IT support team!

The Service Desk covers Monday to Friday 07:30 to 18:00. The role would involve working as part of a large SC Cleared team taking telephone calls and chats from users from all areas of the business as well as monitoring the on-line portal, deploying software and managing Service Request implementations.

Building a Future, we can all trust.

For our businesses to thrive, employees need to have a state-of-the-art experience while working in the office, at home, or abroad. Information Systems & Technology’s activities in infrastructure, systems, applications, support, security, and business intelligence enable optimised productivity for Thales staff around the world.

What We Can Offer

We’re committed to giving you opportunities to be your best. We believe in embracing the passion and potential of our people, and to achieve this we offer market leading training, development and experiences, along with the opportunity to be mentored and coached by some of the smartest minds in the industry. We hire from within as our first priority, so you’ll have a myriad of opportunities within our diverse, global organisation.

Key Responsibilities and Tasks

• End to end call management of incidents through to resolution as required to ensure the incidents are fixed to the satisfaction of the customer and in-line with SLAs
• Responsible for answering all calls and chats to the Service Desk within the SLA response times
• Raising Service Requests from users either via the phone or online portal
• Accurately recording all incident details and resolution activity into the Service Desk tool
• Assisting Problem Management in the provision of root cause analysis and troubleshooting ensuring that all data is accurate and up to date where applicable
• Providing a high level of first-time fix for all incidents
• Escalating incidents to the next level of management or technical support where SLA timescales are reached
• Ensuring regular communications updates are provided to the customer until incidents are resolved
• User account creation in Active Directory and NT
• Email account management in Exchange
• Full lifecycle administration of Windows Shares and Active Directory
• Deployment of Virtual Machines within VMWare
• Configuration and deployment of Microsoft Office suites and other software
• Adherence to Thales procedures, working practices and department specific processes
• Other ad-hoc duties as required to support the Service Management operation

About You

At Thales, we are committed to equal opportunities and welcome all talented individuals to consider joining our team. So even if you don't match every statement below but feel you have some of the experience, knowledge or skills needed for this role, we encourage you to apply. It will take all of us working together to deliver solutions to the world’s most critical challenges.

We’re looking for someone with service desk experience, handling a diverse range of issues, applications, and assets. Familiarity with Enterprise Volt, Windows 7, Exchange, Outlook, and other Microsoft applications is a big plus! You’ll thrive by communicating confidently and thoughtfully with a wide variety of colleagues and suppliers. ITIL v3 Foundation is desirable.

If you come from a customer service and IT background and enjoy collaborating within a large, dynamic team, this role is perfect for you. You’ll need to be adaptable to shifting priorities, delivering outstanding customer service every step of the way. Bring your methodical problem-solving skills to troubleshoot both IT and Service Management challenges with confidence and precision!

Ready to take your IT support career to the next level? Apply today and join our dynamic Service Desk team!

Security Clearance Statement

This role will require SC Clearance. It would be advantageous if currently held, however, if not currently held, it is a requirement that the successful applicant will undergo, achieve, and maintain SC Clearance. Please visit the UKSV website for further guidance.

To be eligible for full SC, you generally need to have resided in the UK for the last 5 years. In some circumstances, a minimum of 3 years’ residence in the UK over the last 5 years may be accepted, with additional overseas checks.

For further details of the evidence required to apply for Baseline and Security Clearance please refer to the National Security Vetting (NSV) Agency - United Kingdom Security Vetting - GOV.UK (

Mapal Group is looking for a Madrid or Edinburgh based Head of End User Support The Head of End User Support reports directly to the Director of End-User Support and will lead regional teams (UK, Iberia, LATAM) to deliver exceptional support services, align operations with company goals, drive performance, and strengthen a multicultural and multilingual team culture. Key Indicators: Track and report the main figures and metrics to provide insight into the department’s volumes and activities, including: Case resolution time and compliance with internal SLAs Customer Satisfaction (CSAT) Team performance (Quality Control checks) KPIs for process improvement projects Key Challenges: Managing a diverse workload with requests coming from multiple stakeholders (support, sales, customer success, product teams). Prioritizing between reactive customer support needs and proactive strategic initiatives. Adapting to evolving product releases and maintaining up-to-date knowledge of the ecosystem. Managing escalations effectively while balancing customer expectations and internal constraints. Supporting high-impact customers in a fast-paced and dynamic SaaS environment. Main Assignments: Directly manage Team Leads, Tier 2/System Analysts, and Senior Support Specialists. Conduct regular quality checks and 1:1 meetings with team members to ensure high performance and engagement. Collaborate with Sales, Marketing, Customer Success, and Product teams to drive improvements based on customer feedback and insights. Define and align department strategy with company business objectives. Take part in case management during periods of high workload to support team performance. Establish and monitor KPIs across the department to track performance and identify areas for improvement. Oversee the resolution of critical customer issues and complaints; act as the final decision-maker for high-level escalations. Build and nurture a strong, values-driven team culture. Hire, mentor, and develop team leads to build a scalable and resilient leadership structure. Evaluate, implement, and optimise tools and systems to improve productivity and service quality. Identify workflow inefficiencies and lead the implementation of process improvements. Person Specification: Minimum 7–10 years of experience in customer support or technical support roles, with at least 3–5 years in a senior management or departmental leadership position. Experience managing multicultural, geographically distributed teams, preferably across the UK, Iberia, and LATAM. Demonstrated ability to lead both in-office and remote teams. A strong track record of handling critical customer escalations, resolving high-impact issues, and acting as the final decision-maker in complex support cases. Experience working closely with Product, Sales, Marketing, and Customer Success teams to share insights and influence product/service improvements. ITIL Foundations basics needed. Demonstrated experience defining and executing support strategies, setting KPIs, and using data and tools to drive performance and service quality. Proven ability to lead change management initiatives, streamline workflows, and implement scalable support processes. Experience in a SaaS, hospitality tech, or enterprise software environment is highly desirable. Strong understanding of support-related tools and systems (e.g., Zendesk, Freshdesk, Salesforce Service Cloud, or similar platforms). Fluent in English and Spanish (both written and verbal) is required. French is a plus. Able to navigate cultural nuances across regions and foster inclusive team dynamics. Frequent business trips will be required to Madrid/Edinburgh (depending on the location of the candidate). A passion for delivering exceptional user experiences and a deep empathy for customer needs. ️ Skills and Abilities: Relentless optimist with a solution-oriented mindset. Proactive and capable of taking ownership of challenges. Excellent communication and listening skills, with strong empathy for customers. Highly organized, rigorous, and able to synthesize complex information. Strong analytical skills and problem-solving abilities. Adaptability to a fast-paced, evolving SaaS environment. Bonus: Technical knowledge of integrations, APIs, or SaaS platforms. Competencies: Strategic Leadership: Design and execute a vision for support excellence. Cross-Functional Collaboration: Work effectively with Sales, Marketing, and Product teams to ensure aligned goals. Data-Driven Decision Making: Leverage metrics and reporting to enhance quality and efficiency. Crisis Management: Lead responses to critical issues with composure and clarity. Change Management : Guide the team through transitions and improvements in structure or process. About Mapal At Mapal Group, you will find a fast-paced, agile, and multi-cultural work environment where we move quickly to meet the needs and surpass the expectations of the world’s largest hospitality providers. Our passion for customer service ️ drives us to become the clear market leader in hospitality solutions for hotels, pubs, restaurants, and institutions. With our continued expansion, we seek qualified candidates who share our vision, values, and commitment to superior customer service and market growth . Our Values At Mapal, our culture is shaped by six core values: Commitment ️ Customer Obsession One Team Ownership Resilience Think Big These values drive everything we do, from supporting our customers to collaborating as a team. We look for individuals who bring passion, creativity, and ownership , embracing innovation to achieve ambitious goals. Why Join Us? You will have the opportunity to work alongside talented professionals in a dynamic environment where your ideas and expertise will have a direct impact. We foster professional growth, encourage innovation , and celebrate success together as one team . ️ We are committed to equal opportunities and creating an inclusive workplace where everyone is valued and respected

Mapal Group is looking for a Madrid or Edinburgh based Head of End User Support

The Head of End User Support reports directly to the Director of End-User Support and will lead regional teams (UK, Iberia, LATAM) to deliver exceptional support services, align operations with company goals, drive performance, and strengthen a multicultural and multilingual team culture.

Key Indicators: Track and report the main figures and metrics to provide insight into the department’s volumes and activities, including:

Case resolution time and compliance with internal SLAs

Customer Satisfaction (CSAT)

Team performance (Quality Control checks)

KPIs for process improvement projects

Key Challenges:

Managing a diverse workload with requests coming from multiple stakeholders (support, sales, customer success, product teams).

Prioritizing between reactive customer support needs and proactive strategic initiatives.

Adapting to evolving product releases and maintaining up-to-date knowledge of the ecosystem.

Managing escalations effectively while balancing customer expectations and internal constraints.

Supporting high-impact customers in a fast-paced and dynamic SaaS environment.

Main Assignments:

Directly manage Team Leads, Tier 2/System Analysts, and Senior Support Specialists.

Conduct regular quality checks and 1:1 meetings with team members to ensure high performance and engagement.

Collaborate with Sales, Marketing, Customer Success, and Product teams to drive improvements based on customer feedback and insights.

Define and align department strategy with company business objectives. Take part in case management during periods of high workload to support team performance.

Establish and monitor KPIs across the department to track performance and identify areas for improvement.

Oversee the resolution of critical customer issues and complaints; act as the final decision-maker for high-level escalations.

Build and nurture a strong, values-driven team culture.

Hire, mentor, and develop team leads to build a scalable and resilient leadership structure.

Evaluate, implement, and optimise tools and systems to improve productivity and service quality.

Identify workflow inefficiencies and lead the implementation of process improvements.

Person Specification:

Minimum 7–10 years of experience in customer support or technical support roles, with at least 3–5 years in a senior management or departmental leadership position.

Experience managing multicultural, geographically distributed teams, preferably across the UK, Iberia, and LATAM.

Demonstrated ability to lead both in-office and remote teams.

A strong track record of handling critical customer escalations, resolving high-impact issues, and acting as the final decision-maker in complex support cases.

Experience working closely with Product, Sales, Marketing, and Customer Success teams to share insights and influence product/service improvements.

ITIL Foundations basics needed. Demonstrated experience defining and executing support strategies, setting KPIs, and using data and tools to drive performance and service quality.

Proven ability to lead change management initiatives, streamline workflows, and implement scalable support processes.

Experience in a SaaS, hospitality tech, or enterprise software environment is highly desirable.

Strong understanding of support-related tools and systems (e.g., Zendesk, Freshdesk, Salesforce Service Cloud, or similar platforms).

Fluent in English and Spanish (both written and verbal) is required. French is a plus.

Able to navigate cultural nuances across regions and foster inclusive team dynamics.

Frequent business trips will be required to Madrid/Edinburgh (depending on the location of the candidate).

A passion for delivering exceptional user experiences and a deep empathy for customer needs.

SC ClearedHead Of User Support / 6 months / Outside IR35 / 3 Days a week onsite (South London)

I'm on the lookout for an SC Cleared Head of User Support tojoin a consultancy client delivering into the Public Sector. This role would suit someonewho has a background in managing user support teams across multiple departments.

Role Requirements:

• Gov/Public sector experience
• Looked after Target Operation Models
• Ran either support functions or infrastructure teams
• Experiencereporting upwards toexecutive teams
• Service Management experience
• Active SC

Desirable:

• NPPV Clearance

If you are interested in this role, please apply or email your latest CV to (url removed) ASAP!

SC Cleared Sharepoint Business Analyst/ Outside IR35/ Fully remote/ 6 Month Contract

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