Digital Workplace Analyst

JOB SUMMARY

The Digital Workplace Analyst is a hands-on, people-first technical role at the heart of KEO s employee technology experience. This is not a role about closing tickets - it is about ensuring that every KEO employee, wherever they are, has the tools, access, and confidence to do their best work. Operating within KEO s Microsoft-centric digital workplace environment, the Analyst resolves second-line incidents and service requests, manages endpoint devices through Microsoft Intune, supports Microsoft 365 and related platforms, and actively contributes to knowledge, automation, and continual improvement initiatives. The role also encompasses first-line triage and escalation, providing end-to-end ownership of employee technology issues across the offices and the broader KEO group.

KEY TASKS AND RESPONSIBILITIES

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.

• Typically, 2 4+ years of hands-on experience in an IT support, digital workplace, or systems administration role within an enterprise environment.

• Demonstrated experience managing Windows endpoints in a corporate environment, including troubleshooting hardware, software, and connectivity issues at second-line level.

• Hands-on experience with Microsoft Intune or Microsoft Endpoint Configuration Manager (MECM) for device management, policy deployment, software packaging, and patch compliance.

• Working knowledge of Microsoft 365 services including Exchange Online, Microsoft Teams, SharePoint Online, and OneDrive for Business - able to administer accounts, licenses, and configurations via the M365 Admin Centre.

• Practical familiarity with Microsoft Entra ID (Azure AD), including user account management, group memberships, MFA administration, and Conditional Access concepts.

• Experience working within an ITIL 4-aligned service management framework, with a solid understanding of incident, request, problem, and change management processes.

• Exposure to Microsoft Defender for Endpoint or equivalent endpoint security tooling, with the ability to perform basic triage and escalation of security alerts.

• Experience using and maintaining an ITSM ticketing platform with discipline around ticket quality, SLA adherence, and documentation.

• Familiarity with network fundamentals including TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting in a corporate environment.

• Experience with Autodesk Construction Cloud, Bentley, or other products is advantageous, given KEO s AEC operating context.

• Exposure to Microsoft Power Automate, PowerShell scripting, or other automation tooling is advantageous.

• Experience in the AEC (Architecture, Engineering, and Construction) or professional services sector is advantageous.