Workplace Service Analyst

Overview The position is for a Service Analyst within the Workplace Service Management team, responsible for supporting all aspects of service delivery for our global endpoint estate. The role will be responsible for the ongoing support, management, security, governance, and optimisation of endpoint services, acting as a key escalation point for endpoint-related issues and a technical specialist within the Workplace Services team. The analyst will take ownership of issues from identification through to resolution, ensuring robust governance, documentation, and knowledge sharing.

A strong focus is placed on cloud-first architecture and automation to maintain a secure, scalable, and efficient device management estate. As a core member of the Workplace Services team, take ownership of endpoint management services and user experience across all device platforms. Responsibilities Own and manage endpoint issues from identification through to resolution, ensuring high-quality outcomes Implement and maintain security baselines and compliance policies across all managed devices Support audit activities by producing evidence and ensuring alignment with compliance frameworks Monitor device compliance and proactively remediate risks Track and report on service performance and identify trends, reduce repeat incidents, and drive continuous service improvement (CSI) Manage and optimise Microsoft Intune environment, including Configuration profiles, Compliance policies, Conditional access Contribute to the evolution of our cloud-first endpoint architecture (Intune, Entra ID, Defender) Create and maintain clear, structured knowledge base articles and technical documentation Collaborate with security, infrastructure, and cloud teams Provide technical assistance across all aspects of the Workplace Services team, supporting both modern and legacy tooling Microsoft ecosystem (Intune, Entra ID, Defender) Device lifecycle management (e.g.

Autopilot) Security best practices (CIS, Zero Trust principles) Scripting and automation experience (desirable) Monitoring BMC queues to ensure timely resolution of endpoint-related tickets #J-18808-Ljbffr