End User Technology Analyst

We're in search of an End User Technology Analyst based in London to join an EMEA End User Technology Team within Global Technology & Operations.

This role encompasses the delivery, adoption, and support of various end user and workplace technologies across EMEA offices. Responsibilities include managing the desktop computing environment, mobile devices, communication tools, file services, telephony, and desktop software.

Key Responsibilities:

• Act as a trusted advisor and relationship manager for business users, aligning with global technology management.
• Collaborate with product management, engineering teams, and business-aligned technology groups to provide feedback and engage in new solution development.
• Manage customer expectations and enhance client experience through quantitative metrics and solicited feedback.
• Serve as a subject matter expert on end-user technology, supporting the product portfolio.
• Take ownership of incident tickets, service requests, and knowledge articles, facilitating communication across technology teams.
• Drive product training and adoption initiatives, including end-user and new hire training.
• Manage the new hire experience from setup to training.
• Lead workplace technology planning and buildouts for new offices, as well as regular maintenance activities.
• Oversee hardware procurement, disposal, asset management, and regional mobile phone plans.
• Collaborate with Audio Visual Services team to ensure excellent client experiences.
• Partner with infrastructure teams for smart hands support and occasional travel to satellite offices.

Skills:

• Deep interest in technology and high energy.
• Strong interpersonal and communication skills.
• Proficient in business and technical writing.
• Demonstrated ability in corporate communication.
• Strong executive presence and presentation skills.

Specialized Knowledge:

• Understanding of IT Service Management practices and experience with ITSM programs like ServiceNow.
• Excellent troubleshooting and problem-solving skills.
• Knowledge of Windows and Apple operating systems, Microsoft Active Directory, Cisco desktop phones, VDI, and PC/server hardware.