Windows Experience Analyst

Role overview

Responsibilities

• Provide high-touch day-to-day support to senior leaders and their offices for Windows devices, the operating system, and applications.
• Serve as Windows subject matter expert for operating systems, endpoint management, and enterprise applications.
• Resolve complex escalated issues through root cause, maintaining ownership across team boundaries.
• Use device health, experience scores, and telemetry to identify and address problems proactively.
• Identify recurring estate-wide issues and work with platform and product teams to resolve them at source.
• Support senior leaders with the Global Executive Support team.
• Test operating system updates, application releases, and configuration changes before deployment.
• Maintain knowledge articles, guidance, and runbooks for support teams.
• Support adoption of new capabilities, including AI tooling, and explain their practical use and limitations.
• Contribute evidence of user-impacting issues to the Experience Platform backlog.
• Work with EUC and Mobile Device Management teams on configuration, packaging, and deployment.
• Use automation and AI-assisted tooling to reduce repetitive diagnosis and remediation.

Basic qualifications

• Bachelor's degree in Information Technology, Computer Science, a related field, or equivalent practical experience.
• Significant Windows-focused experience in end-user computing, technology support, or endpoint engineering.
• Deep hands-on expertise in Windows, endpoint management tooling, and enterprise Windows deployment.
• Experience resolving complex escalated issues through root cause.
• Experience using device health, experience scores, or endpoint telemetry to identify issues proactively.
• Experience testing operating system and application releases before estate deployment.
• Experience writing knowledge articles and guidance used by support teams.
• Familiarity with automation and AI-assisted tooling for diagnostics and remediation.

Preferred skills

• Microsoft Windows, endpoint management, or equivalent Microsoft certifications are desirable.
• ITIL or equivalent service management certification is a plus.
• Executive-support experience is preferred.