Workplace Operations Analyst

Connells-Group-2; Milton Keynes; Hybrid; GBP 29,000 - 39,000; Full time

Benefits offered by this job

Digicare

Car leasing

Cycle to work

Colleague discount

Perks at work

Gym discounts

Life assurance

Workplace pension

Job summary

Connells Group is seeking a Workplace Operations Analyst to join our Workplace Platforms team in Milton Keynes. You’ll keep colleagues productive by ensuring devices, software and collaboration tools work reliably, with hands-on support across remote and onsite environments.

In this role you’ll troubleshoot end-user tech, manage a ticket queue, and work with engineering on complex issues. You’ll help roll out new devices and tools, write knowledge articles, and deliver a high-quality support

Qualifications

• Strong technical troubleshooting across hardware and software.
• Excellent communication and ability to support people at all levels.
• Professional, structured approach to user support.
• Desire to learn and develop technical skills.
• Experience using an IT service management tool such as ServiceNow.
• Exposure to Microsoft Entra ID and Active Directory.
• Exposure to Microsoft Intune, MDM or modern device management.

Responsibilities

• Provide second-line support for end-user technology (laptops, mobile devices, software, access).
• Troubleshoot and resolve incidents within service levels.
• Manage your queue of tickets, keep them accurate and up to date.
• Support colleagues over Teams, by phone and in person; escalate complex issues.
• Deliver high-quality support for senior leaders.
• Desk-side support and planned visits to offices/sites.
• Support devices including macOS, iOS, Android, Teams Rooms and other hardware.
• Help new starters get up and running.
• Write and maintain knowledge articles.
• Spot recurring issues and suggest service improvements.
• Get involved in Workplace projects and new technology rollouts.

Skills

Technical troubleshooting

Communication

Structured support approach

Learning mindset

Customer-focused attitude

Tools

ServiceNow

Microsoft Entra ID

Active Directory

Microsoft Intune/MDM

Job description

We’re seeking a Workplace Operations Analyst to join our Workplace Platforms team in Milton Keynes. You’ll play a key part in keeping our colleagues productive by making sure the devices, software and collaboration tools they rely on every day work reliably.

This is a hands-on role combining remote and face-to-face support. You’ll resolve technical issues, help colleagues get the most from their technology, and work closely with our engineering teams on more complex problems. It’s a great opportunity for someone with a solid grounding in IT support who wants to build their skills in modern workplace technology.

What you’ll be doing

• Providing second-line support for end-user technology, including laptops, mobile devices, software, user access and collaboration tools
• Troubleshooting and resolving incidents and requests within agreed service levels
• Managing your own queue of tickets, keeping them accurate and up to date
• Supporting colleagues over Teams, by phone and in personEscalating complex issues to the right engineering teams with clear, detailed information
• Delivering a high-quality support experience for senior leaders and executive colleagues
• Carrying out desk-side support and planned visits to our offices and sites
• Supporting a range of devices and equipment, including macOS, iOS and Android devices, Microsoft Teams Rooms and other specialist workplace hardware
• Helping new starters get up and running with devices and access
• Writing and maintaining knowledge articles and support documentation
• Spotting recurring issues and contributing ideas to improve the service
• Getting involved in Workplace projects and new technology rollouts

What we’re looking for

• Strong technical troubleshooting skills across hardware and software
• Excellent communication skills and confidence supporting people at all levels
• A professional, structured approach to user support
• A genuine desire to learn and develop your technical skills
• Experience using an IT service management tool such as ServiceNow
• Exposure to Microsoft Entra ID and Active Directory
• Exposure to Microsoft Intune, MDM or modern device management

You’ll be self-motivated, organised and calm under pressure, with a customer-focused attitude and pride in getting things right.

What We Offer

• Aviva Digicare + workplace / Car leasing and cycle to work scheme
• Colleague discount scheme / Perks at work / Gym discounts
• Life assurance / Workplace pension scheme

Our Commitment to Inclusion

Connells Group is an equal opportunities employer and is committed to creating a diverse, inclusive and authentic workplace. We welcome applications from all suitably qualified candidates, regardless of sex, race, disability, age, sexual orientation, gender identity, religion, or belief, marital status, or pregnancy and maternity status.