Digital Workplace Analyst

Job Summary

Service Delivery & Incident Management

• Act as the primary point for IT incidents and service requests, taking ownership through to resolution and maintaining clear, timely communication with end users throughout.
• Manage and resolve incidents and requests via the ITSM ticketing system, adhering to SLA targets and ITIL 4 service management principles, ensuring all ticket records are accurate, complete, and audit-ready.
• Provide remote and deskside support for hardware, software, and connectivity issues across KEO s Windows endpoint environments, escalating where required.
• Support major incident response by providing rapid on-site triage, communicating updates to affected users and team leads, and contributing to post-incident reviews to identify and implement preventive actions.

Endpoint Management & Device Administration

• Manage and maintain KEO s endpoint fleet using Microsoft Intune and Endpoint Configuration Manager, including device enrolment, Autopilot provisioning, configuration profile deployment, and compliance policy enforcement.
• Administer device lifecycle activities including new device setup, hardware refresh, asset tracking within the CMDB, and secure decommissioning in accordance with KEO s data handling and disposal standards.
• Deploy and maintain software packages, Windows updates, and security patches across all managed endpoints, monitoring compliance levels and coordinating remediation where devices fall outside agreed thresholds.
• Support KEO s zero-touch provisioning model, configuring and validating Autopilot deployment profiles to ensure new employees can be productive from day one without manual IT intervention.

Microsoft 365 & Platform Support

• Provide second-line support for Microsoft 365 services resolving configuration and access issues efficiently and completely.
• Administer accounts, licensing assignments, software installations adhering to least-privilege principles and role-based access control (RBAC) standards.
• Support the management of Conditional Access policies, MFA enrolment, and Entra ID group memberships in collaboration with other teams, escalating identity and access governance issues appropriately.
• Assist users with digital adoption and effective use, providing practical guidance and acting as a local champion for KEO s productivity programme.
• Support Autodesk Construction Cloud, Bentley, and other AEC-specific platform users with access, configuration, and connectivity issues, coordinating with other teams on integration matters.

Security, Compliance & Governance

• Maintain accurate and complete asset records in the CMDB, including hardware specifications, software licenses, and device ownership, supporting periodic IT audits and regulatory compliance activities.
• Operate in accordance with KEO s security policies and zero-trust principles, ensuring all endpoint and user account actions comply with established access control, data protection, and change management standards.
• Monitor Microsoft Defender for Endpoint alerts relevant to managed devices, performing initial triage and remediation of endpoint security events and escalating confirmed threats to the Cybersecurity teams.

Knowledge, Improvement & Collaboration

• Create and maintain high-quality knowledge base articles for both technical and end-user audiences, enabling self-service resolution and reducing repeat incident volume over time.
• Proactively identify recurring incidents, service gaps, and friction points in the employee technology experience, and propose improvements through the continual service improvement process.
• Identify opportunities to automate repetitive service tasks using Microsoft Power Automate, Intune automation, or scripting, collaborating with other teams to build and deploy solutions.
• Collaborate with Digital Workplace team leads and peers across the global team to share knowledge, standardize practices, and contribute to a consistent, high-quality employee experience across all KEO locations.
• Ensure that Health, Safety, Sustainability, and Continual Improvement principles are embedded in all work practices.
• Perform other duties as assigned.

Job-Specific Competencies

• Service-first mindset:
• instinctively thinks about the impact of every technical action on the employee experience, and measures success by outcome quality.
• Clear and empathetic communicator:
• able to explain technical issues in plain language, set realistic expectations, and keep users informed throughout the resolution process - including when things take longer than expected.
• Calm under pressure
• maintains composure and clear thinking during major incidents, prioritizing effectively and communicating proactively to affected stakeholders.
• Technically curious and self-directed:
• actively keeps pace with Microsoft 365 feature releases, Intune capabilities, and the evolving threat landscape, applying new knowledge to improve service quality without waiting to be directed.
• Knowledge-first mindset:
• documents solutions thoroughly and contributes to the knowledge base as a matter of habit - understands that a well-written article prevents the next five tickets.
• Collaborative team player,
• works effectively with peers across geographies and cultures, shares knowledge freely, and actively supports the wider Digital Workplace team s goals.