Senior Desktop Analyst (12 month FTC) - #145234

Key Internal Relationships:

• IT teams within the department and internal stakeholders
• Partner and Staff throughout the firm

Key External Relationships:

• Relevant with 3rd party vendors, suppliers and consultants.

Key Responsibilities:

Support and Delivery

• Supporting our global Services during major incidents
• Sets up best practices for troubleshooting and advancement of User Experience
• Respond and take ownership of technical support requests raised by End Users in a timely and user centric manner.
• Diagnose and troubleshoot complex technical issues, escalating issues to vendors where appropriate
• Ensure timely follow-up and communication with users regarding the status of their issues.
• Document standardised support procedures and workflows with a view to improving the service of the End-User Technology team. Monitoring the effectiveness of support processes and suggest improvements as needed.
• Identify repetitive and /or time-consuming manual processes suitable for automation and participate in the design and development of related automation
• Design and maintain the firm's desktop environment and related technologies.
• Effectively leverage tooling to monitor and measure effectiveness of Desktop related technologies
• Supporting new technologies during transition phases
• Adhering to ITIL Change Control process
• Working with IT Transition to build support models of new products
• Technical Lead on complex global technology projects
• Low Level Design documentation
• Communicating progress to stakeholders with transparency
• Work with Architects on new projects and major pieces of work to ensure they meet the firm's strategic vision
• Sets up best practices for troubleshooting and advancement of User Experience
• Manage conflicting priorities and expectations from various stakeholders, ensuring the best balance between user experience and business goals, escalating to senior team members/leadership as required.

User Experience

• Acts on feedback from users to own and drive improvements in the Desktop that align with the department's drive for improved User Experience.
• Drives a culture of proactive user focus through building authentic relationships at every user interaction
• Drives improved user experience through lowering the user effort required to resolve issues.
• Work with the BRM/Adoption teams to understand user challenges, designing and implementing improvements as needed.
• Drives knowledge and service transition into the broader Services & Operations teams ensuring the user facing teams in particular have a strong ability to support and assist users in the use and adoption of new services.

Collaboration

• Building high quality working relationships across all IT teams globally
• Build and maintain strong relationships with internal and external stakeholders, including the Enablement teams to ensure ongoing collaboration and knowledge sharing
• Understand and adopt EUT goals and targets to progress these ensuring end user feedback is incorporated.
• Collaborate and add value to the team as a whole through participation in design discussions/reviews
• Close working relationship with the Desktop Service GSO, other GSOs, and BPO to ensure roadmap is clearly defined and to provide ongoing strategic direction, understand the effect on the Service, provide guidance and offer solutions

Leadership

• Actively participate to build a culture of collaboration, accountability, and continuous improvement
• Mentoring other global team members, junior staff, including IT Service Desk and Digital User Experience Analysts (DUX). Demonstrating new technologies across IT with a growth mindset
• Leading the global architectural development and evolution of the Desktop Service to ensure flexibility and maintenance as business requirements and M365 technologies evolve

Security and Compliance

• Securing our global Services working with IT Security and Info Security
• Comply with all data security, privacy regulations and corporate compliance policies.Understands security best practices as adopted through the firm's digital user experience products and technologies to ensure that all user data is handled securely and ethically.
• Engage vendors to escalate issues related to the support functions as required

Innovation and Industry Trends

• Promoting and demonstrating new technologies across global IT from own research and development
• Remains up to date with industry trends to drive modernisation and innovation in the Desktop space
• Stays current and informed on technologies being released by the firm and how they are both supported but also how they can be leveraged to improve operational efficiency and user satisfaction.

Qualifications, skills and experience:

Essential

• Professional certifications or industry equivalent
• At least 5 years' experience in an enterprise organisation required, working with Cloud Service Providers (e.g. M365/Azure)
• Global collaboration expected but also have the initiative and ability to work autonomously, be organised and with minimal supervision (self-management)
• Ability to be the technical lead/SME on complex global projects
• Enthusiastic and passionate
• Articulate progress and reporting on deliverables using data and tools (e.g PowerBI)
• Identify & champion opportunities for automation.
• Intune
• Autopilot
• Configuration Profiles
• Compliance policies
• Application packaging and deployment
• Remediation scripts/PowerShell
• Entra native/hybrid joined device management
• Conditional Access
• Experience in migrations from Configuration Manager (SCCM) to Intune/Modern Management
• PowerShell Application Deployment Toolkit (PSADT)
• Windows 11 configuration
• Delivery optimisations
• Windows Update for Business
• Autopatch
• Cloud Update for Microsoft 365
• Office Add-ins/Modern Add-ins
• Centralised Deployment
• Integrated Apps

Desirable:

• Working knowledge of Citrix Virtual Desktop/XenDesktop
• Azure Virtual Desktop (AVD)/Windows 365