Digital Workplace Analyst

Digital Workplace Analyst – LEEDS (3 Contract with possibility to extend)

Company Overview:

ENGIE is a global leader in low-carbon energy supply and services. With over 100,000 employees worldwide, we are committed to accelerating the transition to a carbon-neutral world through energy-efficient and environmentally friendly solutions. In the UK, we have been active for over 20 years, investing in renewable energy and storage while supplying energy to organizations of all sizes. Join us in shaping the future of responsible business and making a positive impact on people and the planet.

Role Overview:

The Digital Workplace Analyst will provide remote and on-site assistance to IT service users, acting as the main point of contact for managing digital workplace incidents and service requests. This role ensures the delivery of timely and quality end-user IT services through consistent application of internal processes and clear communications.

Key Responsibilities:

• Provide remote and desk-side support to employees regarding IT services.
• Log all calls in the IT Service Management tool for accurate statistics and analysis.
• Coordinate with the Group Service Desk for timely incident and service request management.
• Monitor ticket queues, identify trends, and escalate major incidents or problems as needed.
• Share knowledge and participate in meetings to ensure excellent customer experience.
• Provide advice and guidance to customers and liaise with third parties on support issues.
• Maintain up-to-date documentation (technical notes, incident resolution notes, etc.).
• Support videoconferencing facilities and meeting room functionality across the UK estate.
• Troubleshoot basic networking issues, including cabling and patching.
• Troubleshoot hardware and software problems for desktops/laptops and printers.
• Procure and deploy laptop/desktop and mobile devices according to group standards.
• Install, configure, support, and troubleshoot software applications and services.
• Ensure the CMDB/Asset Database is up to date regarding user allocation and asset retrieval.
• Process requests for Starters, Leavers, and Movers and associated user account management activities.
• Ensure user accounts are deployed and configured correctly according to group standards.
• Keep digital workplace information and reports up to date.
• Assist with ad-hoc tasks to ensure a high level of support for users.

Knowledge and Skills:

• Excellent knowledge of Digital Workplace technologies and support activities.
• Good knowledge of Audio Visual and meeting room technologies.
• Understanding of Cyber Security principles and ITIL concepts.
• Ability to meet deadlines and cope with pressure.
• Strong problem-solving skills and a proactive approach.

Experience:

• Experience in providing IT technical support within a support function.
• Coordinating and delivering IT services through Managed Services arrangements.
• Experience dealing with stakeholders in a customer service setting.

Qualifications:

• A-levels or equivalent, or suitable experience.
• Desirable: Appropriate desktop management qualifications (e.g., Microsoft Certified Partner).

How to Apply:

If you are passionate about operational excellence and eager to contribute to the energy sector, we want to hear from you. At ENGIE UK, we value diversity and are committed to creating an inclusive environment for all employees. Even if you do not meet all the requirements listed, we encourage you to apply. Your unique skills and experiences could be just what we need. To apply, please submit your CV detailing your experience and why you are the ideal candidate for this role.