We’re looking for a Digital Workplace Analyst in Bradford
JOB PURPOSE
1. This position is designed to support the Liberty Global user base in the UK and NL offering best in class Digital Workplace services.
2. 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
3. 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.
4. This position will form an integral part of the internal “face” of IT and as well as the point of contact for DWP engineering team to provide guidance and knowledge transfer to allow the delivery of high-quality services to the business.
KEY ACCOUNTABILITIES
5. 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
6. Perform remote troubleshooting through diagnostic techniques
7. Determine the best solution based on the issue and details provided by customers
8. Walk the customer through the problem-solving process
9. Direct unresolved issues to the next level of support personnel
10. Provide accurate information on IT products or services
11. Record events and problems and their resolution in the ticketing system
12. Follow-up and update customer status and information
13. Pass on any feedback or suggestions by customers to the appropriate internal team
14. Run reports to analyse common complaints and problems, identify and suggest possible improvements on procedures
15. Training other staff members on troubleshooting and diagnosing problems
16. Executive Support
Working Relationships and Team Working:
Internal:
17. Other members of the T&I Department and the DWP team
18. Employees of Liberty Global and it’s subsidiaries
19. IT Leadership
20. Technical teams (L3) operating in our business
21. Executive Leadership Team
External:
22. Third party technical support teams under Infosys
23. Hardware and software vendors
24. Partners, Contractors and Contingent labour (as required)
KNOWLEDGE & EXPERIENCE & SKILLS
25. Previous experience of working in an IT support role
26. Previous experience within a customer service role
27. Sound understanding of computer systems, security, network and systems administration, databases and data storage systems, and telecommunications systems
28. Strong Computer Skills and the Ability to Troubleshoot and Diagnose Problems
29. Excellent IT skills and computer literacy
30. Excellent organizational and collaboration skills
31. Outstanding written and verbal communication skills
32. Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field
33. Strong interpersonal skills and ability to effectively communicate with users across the organization
34. Excellent team player
35. 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.
36. 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.
37. Knowledge/Experience of BMC Software USMS Ticketing platform
38. Knowledge/Experience of Microsoft Teams Room (MTR) hardware, configuring and supporting
39. Skills of Microsoft Teams Room (MTR) hardware, configuring and supporting
40. Knowledge of Toshiba hardware for Printing, troubleshooting, configuring and supporting.
41. Knowledge of Kiteworks, Workspace One, Bitlocker, Active Roles, Azure MFA
Context/Environment:
42. Full time position.
43. Required in office M-F.
44. Office hours to meet technical work as needed.
45. Travel as required to satellite office sites in Hammersmith, Reading,Bradford
We’re building Tomorrow’s Connections Today, bringing people together through the power of our technology.
Liberty Global is a world leader in converged broadband, video and mobile communications and an active investor in cutting-edge infrastructure, content and technology ventures.
With our investments in fibre-based and 5G networks we play a vital role in society, currently providing over 85 million fixed and mobile connections and rolling out the next generation of products and services, while readying our networks for 10 Gbps and beyond.
We’re creating national champions, combining the best broadband and mobile networks under brands such as Virgin Media-02 in the UK, VodafoneZiggo in The Netherlands, Telenet in Belgium, Sunrise in Switzerland, Virgin Media in Ireland and UPC in Slovakia.
Liberty Global Ventures, our global investment arm, has a portfolio of more than 75 companies and funds across content, technology and infrastructure, including strategic stakes in ITV, Univision, Plume, Lionsgate and the Formula E racing series.
Our scale enables us to transfer knowledge and expertise across our operations and investments, creating a dynamic family of brands united in the pursuit of innovation and excellence.
And we’re prioritising diversity, equity and inclusion in our workplace and communities, while reducing our impact on the environment. We are using technology as a force for good; for our people, our partners and the planet.
Liberty Global is an equal opportunity employer. We embrace diversity and are committed to creating an inclusive environment for our people. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process. We’re 100% committed to having a workforce that represents every part of our society. So we’re keen to hear from candidates of all background and circumstances.