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Digital workplace dwp analyst

London
TN United Kingdom
Analyst
Posted: 6 May
Offer 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.

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