At BW: Workplace Experts, we deliver high-performing workplaces across Central London with a relentless focus on our Sauce values: Big Ambitions, Grounded Confidence, Integrity and 0% Ego. With over 300 people, we’re proud to be a trusted partner to leading clients, working together to create inspiring, sustainable, and inclusive spaces.
Technology is central to how we work. From digital collaboration through Procore, to data-driven decision-making in Microsoft Fabric, to on-site innovation with tools like OpenSpace, Qflow, HammerTech, and Plucky (our robotic assistant), we are shaping the future of fit-out through smarter, safer and more sustainable delivery.
As part of our Data & Intelligence Strategy, our Technology team is expanding to ensure we continue to set the pace in our industry.
Purpose
Own the day-to-day running of BW’s IT service desk and field support function, ensuring every employee receives rapid, expert help with the hardware, software, networks, and security controls they rely on.
Key Responsibilities
Service Desk & Incident Control
* Operate a friendly and professional helpdesk: monitor tickets, calls and walk-ups.
* Triage, troubleshoot, resolve or assign cases promptly.
* Coordinate major incident response, keeping users informed until full closure and post-incident review.
Customer Satisfaction
* Proactively follow up on tickets and CSAT surveys.
* Analyse service trends against SLA targets.
* Drive corrective actions that protect and improve the user experience.
Systems & Networks
* Build, patch and support Windows laptops, macOS devices, iOS/iPadOS mobiles and tablets via Intune/Autopilot/Kandji.
* Provide support for switching, VPN, hardware, OS, and basic LAN/WAN faults.
Cybersecurity Oversight
* Enforce MFA, conditional access, vulnerability patching and CIS-aligned baselines.
* Run phishing simulations, incident playbooks and device-compliance audits.
* Collaborate with the IT Manager on threat monitoring, investigations and ISO 27001 compliance.
* Ensure alignment with BW’s commitment to Cyber Essentials Plus and information security best practice.
Change & Roll-out
* Plan and execute application upgrades, Intune policy changes and security updates with minimal user disruption.
* Document and communicate change windows and outcomes across the business.
Site Visits
* Provide on-site support to project locations across Central London.
* Set up and verify temporary site networks (4G/5G links), edge devices (360° cameras, IoT sensors) and ensure security/performance standards are met.
Documentation & Training
* Maintain a living knowledge base, SOPs and runbooks in FreshService.
* Support the adoption of new tools and processes as part of our continuous digital transformation.
Mentoring & Coaching
* Lead, develop and inspire junior members of the team through technical walkthroughs, mentoring and shadowing.
* Support their professional development, aligning to BW’s Sauce leadership framework.
Workload & Continuous Improvement
* Balance multiple open cases against business impact.
* Use ticket analytics to identify automation opportunities, drive shift-left initiatives, and improve service delivery.
* Act as a champion for smarter ways of working, leveraging data, AI and automation to deliver better outcomes for BW and our clients.
Skills & Experience
* Technical expertise across Microsoft 365, Azure Active Directory, Intune, Autopilot, and Windows/macOS environments.
* Strong knowledge of networking (LAN/WAN, switching, firewalls, VPN) and troubleshooting connectivity issues.
* Familiarity with cloud storage and collaboration platforms such as Egnyte, SharePoint, and Microsoft Teams.
* Understanding of SQL databases (Azure SQL, Supabase) and their integration into reporting tools such as Power BI.
* Experience supporting mobile device management (iOS/iPadOS, rugged devices).
* Hands-on understanding of cybersecurity frameworks (ISO 27001:2022, ISO 22301, Cyber Essentials Plus, CIS controls).
* Proven ability to manage service desks, incidents, and SLAs using ITIL best practices.
* Strong communication and coaching skills — able to support colleagues at all levels and contribute to BW’s culture of Big Ambitions, Grounded Confidence, Integrity, and 0% Ego.
* A proactive approach to automation, AI adoption and process improvement in support of BW’s wider Data & Intelligence Strategy.