Digital Workplace DWP Analyst

4 weeks ago

Bradford, Bradford, United Kingdom LG Technology Ltd Full time

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.

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.

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.

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