Skills

Communication ServiceNow Microsoft 365 Operating Systems Windows Active Directory

Job Specifications

We are seeking a proactive and customer-focused IT End User Support to join our team on a contract-to-hire basis. This role is essential in delivering high-quality technical support for our internal users, primarily supporting the Insurance team in London, while also managing ServiceNow tickets from users across our global operations.

You will serve as the first point of contact for hardware and software support, including laptop troubleshooting, Windows OS issues, Office 365 support, password resets, and general desktop-related issues.

Key Responsibilities

Provide hands-on and remote support for end-user devices (primarily Windows laptops).
Troubleshoot and resolve issues related to:
Windows 10/11 operating systems
Microsoft 365 suite (Outlook, Teams, OneDrive, Word, Excel, etc.)
Password resets and account lockouts
VPN and remote access issues
Printer, peripheral, and basic network connectivity issues
Act as primary IT support liaison for the London-based Insurance team, ensuring high responsiveness and service quality.
Monitor and manage incoming IT requests through ServiceNow, ensuring timely resolution and documentation.
Coordinate with global IT teams to escalate and resolve complex issues.
Maintain accurate records of all support interactions and steps taken in ServiceNow.
Assist in user onboarding/offboarding activities (device setup, account provisioning, etc.)
Provide basic support and guidance on IT policies, procedures, and best practices.
Contribute to the creation and maintenance of user guides and internal knowledge base articles.
Requirements

Must-Have Skills & Experience

2+ years of experience in a similar end-user support or desktop support role.
Strong working knowledge of:
Windows 10/11 OS
Microsoft Office 365 (Outlook, Teams, Excel, Word, etc.)
Active Directory (user management and password resets)
Experience with ServiceNow or similar ITSM tools.
Familiarity with laptop hardware and basic troubleshooting.
Experience supporting users in a corporate environment, ideally across multiple time zones.
Excellent interpersonal and communication skills with a customer-first attitude.
Ability to prioritize tasks in a fast-paced, ticket-driven environment.

Nice-to-Have

Previous experience supporting Insurance or Financial Services teams.
ITIL Foundation certification.
Experience with remote desktop tools (e.g., Microsoft Remote Assistance, TeamViewer).
Basic understanding of SCCM or Intune for device management.

About the Company

Founded in 1999, Fulcrum Digital is a global system integrator driving transformative results through AI-powered solutions. We implement, integrate, and grow ecosystems across industries, delivering high-quality outcomes at a fraction of the cost. Specializing in AI, Creative, Infrastructure, and e-commerce services, we empower businesses in Insurance, Financial Services, Government, Education, Manufacturing, Retail, and Logistics to thrive. Our Core Platforms: - FD Ryze: Our Generative AI SaaS solution that enables busin... Know more