Workplace Service Analyst

Responsibilities

• As a core member of the Workplace Services team, take ownership of endpoint management services and user experience across all device platforms.
• 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
• Technical Knowledge, Skills and Abilities:
• Experience in an endpoint, end user compute, or support-focused role
• Proven experience managing Windows, macOS, iOS, and Android environments
• Good written and verbal communication skills to prioritise work and manage operational activities
• Strong analytical and creative problem-solving skills
• Understanding of Identity & access management (Entra ID / Azure AD)
• Knowledge of frameworks such as ISO 27001, CIS or NIST
• Ability to work independently and proactively improve services
• Ability to work under their own initiative and actively seek out and assess new technologies within the relevant service areas.
• Strong communication skills with the ability to engage both technical and non-technical stakeholders
• Working across global teams and time zones is desirable
• Diversity & Inclusion:

Additional Information

Job Purpose: 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. Key aspects of the role will be to develop, maintain, and govern endpoint policies, procedures, and knowledge documentation, ensuring alignment with organisational standards, audit requirements, and regulatory compliance (including maintaining content within the BMC Knowledge Base platform). 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.

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Company Intel

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