Digital Workplace DWP Analyst

Digital Workplace Analyst

Location: Bradford

Job Purpose

This position is designed to support the Liberty Global user base in the UK and NL, offering best-in-class Digital Workplace services.

This position supports the day-to-day running of the company’s Digital Workplace and the implementation of new IT systems and policies for end-users in the LG Central entities. This position offers support and technical assistance to customers who are using software, hardware, or other computer systems and need help completing tasks or troubleshooting problems through diagnostic tests and remote access to their computers.

This position will form an integral part of the internal “face” of IT and as well as the point of contact for the DWP engineering team to provide guidance and knowledge transfer to allow the delivery of high-quality services to the business.

Key Accountabilities

• Serve as the first point of contact for customers seeking technical assistance, responding to queries via chat, email, or phone and face-to-face interactions
• Perform remote troubleshooting through diagnostic techniques
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in the ticketing system
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Run reports to analyse common complaints and problems
• Identify and suggest possible improvements on procedures
• Training other staff members on troubleshooting and diagnosing problems

Executive Support Working Relationships and Team Working:

• Internal: Other members of the T&I Department and the DWP team, Employees of Liberty Global and its subsidiaries, IT Leadership, Technical teams (L3) operating in our business, Executive Leadership Team
• External: Third party technical support teams under Infosys, Hardware and software vendors, Partners, Contractors and Contingent labour (as required)

Knowledge & Experience & Skills

• Previous experience of working in an IT support role
• Previous experience within a customer service role
• Sound understanding of computer systems, security, network and systems administration, databases and data storage systems, and telecommunications systems
• Strong Computer Skills and the Ability to Troubleshoot and Diagnose Problems
• Excellent IT skills and computer literacy
• Excellent organizational and collaboration skills
• Outstanding written and verbal communication skills
• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field
• Strong interpersonal skills and ability to effectively communicate with users across the organization
• Excellent team player
• Knowledge of Microsoft Products, including but not exclusive to Intune (Windows/MAC/iOS/Android), Teams, Office 365, OneDrive, SharePoint Online, Exchange Online, MAM, MDM, AutoPilot, Defender
• Skilled in Microsoft Products, including a combination of, but not exclusive to, Intune (Windows/MAC/iOS/Android), Teams, Office 365, OneDrive, SharePoint Online, Exchange Online, MAM, MDM, AutoPilot, Defender
• Knowledge/Experience of BMC Software USMS Ticketing platform
• Knowledge/Experience of Microsoft Teams Room (MTR) hardware, configuring and supporting
• Skills of Microsoft Teams Room (MTR) hardware, configuring and supporting
• Knowledge of Toshiba hardware for Printing, troubleshooting, configuring and supporting
• Knowledge of Kiteworks, Workspace One, Bitlocker, Active Roles, Azure MFA

Context/Environment

• Full-time position.
• Required in office M-F.
• Office hours to meet technical work as needed.
• Travel as required to satellite office sites in Hammersmith, Reading, Bradford