Digital Workplace DWP Analyst

TN United Kingdom; London; Remote; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Digital Workplace Analyst to enhance user experience through top-notch IT support. This full-time, in-office role involves managing day-to-day operations of the Digital Workplace, providing technical assistance, and ensuring high-quality service delivery. You'll collaborate with various teams, troubleshoot issues, and guide users through problem-solving steps. Join a forward-thinking company that values innovation and diversity, and be part of a team that connects millions through advanced technology solutions. If you're passionate about IT and customer service, this is the perfect opportunity for you.

Qualifications

• Experience in IT support and customer service roles.
• Strong troubleshooting and diagnostic skills.
• Understanding of computer systems and networks.

Responsibilities

• Support Liberty Global user base with Digital Workplace services.
• Act as the initial contact for technical support.
• Document events, problems, and resolutions in the ticketing system.

Skills

IT Support

Troubleshooting

Customer Service

Communication Skills

IT Literacy

Education

Bachelor's degree in IT

Bachelor's degree in Computer Science

Tools

Microsoft Teams

Office 365

Intune

BMC USMS

Active Roles

Job description

We’re looking for a Digital Workplace Analyst

JOB PURPOSE

• Support the Liberty Global user base in the UK and NL by providing best-in-class Digital Workplace services.
• Manage the day-to-day operations of the company’s Digital Workplace and assist in implementing new IT systems and policies for end-users in LG Central entities.
• Provide support and technical assistance to users of software, hardware, or other computer systems, including troubleshooting and diagnostics via remote access.
• Serve as a key internal contact point for IT guidance and knowledge transfer, ensuring high-quality service delivery to the business.

KEY ACCOUNTABILITIES

• Act as the initial contact for technical support, handling queries via chat, email, phone, and face-to-face interactions.
• Perform remote diagnostics and troubleshooting.
• Identify the best solutions based on customer issues.
• Guide customers through problem-solving steps.
• Escalate unresolved issues to higher support levels.
• Provide accurate information regarding IT products and services.
• Document events, problems, and resolutions in the ticketing system.
• Follow up with customers and update their status and information.
• Relay customer feedback to relevant internal teams.
• Analyze common issues through reports and suggest procedural improvements.
• Train staff on troubleshooting and diagnostics.
• Provide executive support as needed.

Working Relationships and Team Working

Internal:

• Members of the T&I Department and DWP team
• Employees of Liberty Global and subsidiaries
• Technical teams (L3)

External:

• Third-party technical support teams (e.g., Infosys)
• Hardware and software vendors
• Partners, contractors, and contingent labor (as required)

KNOWLEDGE, EXPERIENCE & SKILLS

• Experience in IT support and customer service roles.
• Understanding of computer systems, security, networks, databases, and telecommunications.
• Strong troubleshooting and diagnostic skills.
• Excellent IT literacy and organizational skills.
• Outstanding communication skills, both written and verbal.
• Bachelor's degree in IT, Computer Science, or related fields.
• Knowledge of Microsoft products (e.g., Intune, Teams, Office 365, SharePoint, Exchange, MDM, AutoPilot, Defender).
• Experience with BMC USMS, Microsoft Teams Room hardware, Toshiba hardware, Kiteworks, Workspace One, Bitlocker, Active Roles, Azure MFA.
• Full-time, in-office position, M-F, with flexible hours and travel to satellite sites in Hammersmith, Reading, Bradford as needed.

We’re building Tomorrow’s Connections Today, bringing people together through technology.

Liberty Global leads in broadband, video, and mobile communications, investing in cutting-edge infrastructure, content, and technology ventures.

With extensive investments in fibre and 5G networks, we serve over 85 million connections worldwide, preparing for 10 Gbps networks and beyond.

Our brands include Virgin Media-02 (UK), VodafoneZiggo (NL), Telenet (Belgium), Sunrise (Switzerland), Virgin Media (Ireland), and UPC (Slovakia).

Liberty Global Ventures invests in over 75 companies across content, technology, and infrastructure sectors, including ITV, Univision, and Lionsgate.

Our scale enables knowledge transfer and innovation across our operations and investments, fostering a diverse and inclusive environment committed to sustainability and social responsibility.

Liberty Global is an equal opportunity employer, dedicated to diversity, equity, and inclusion, providing reasonable accommodations for individuals with disabilities, and welcoming candidates from all backgrounds.