Description
The Windows Experience Analyst combines deep specialist ownership of the enterprise Windows experience with high-touch, end-to-end technology support for GSK's most senior leaders.
In this role you will:
- Provide day-to-day, high-touch technology support to GSK senior leaders and their offices, covering Windows devices, OS and the applications they depend on.
- Act as the subject matter expert for the Windows estate, covering the Windows operating system, endpoint management and the Windows applications GSK relies on, providing the technical depth that generalist support and site teams escalate to.
- Maintain deep specialist knowledge of Windows, endpoint management and the Windows application estate, and act as the reference point for Windows questions across the function.
- Resolve complex escalated issues, working through to root cause rather than applying a temporary fix.
- Use device health, experience scores and telemetry to identify problems proactively and address them before users report them.
- Identify recurring issues and patterns across the estate and take them to the platform and product teams so they are fixed at source.
- Support the experience of senior leaders where specialist knowledge is needed, working with the Global Executive Support team.
- Contribute to testing and validation of operating system updates, application releases and configuration changes before they reach the estate.
- Produce and maintain knowledge articles, guidance and runbooks so that support teams can resolve more issues without escalation.
- Support adoption of new capability, including AI tooling, by explaining how it works in practice and where it does not.
- Contribute to the experience backlog held by the Snr. Product Owner, Experience Platform, bringing evidence of what is affecting users.
- Work with the EUC and Mobile Device Management platform teams on configuration, packaging and deployment questions within the specialism.
- Use automation and AI assisted tooling to reduce repetitive diagnostic and remediation work.
Basic Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
- Significant experience in end user computing, technology support or endpoint engineering roles with a Windows focus.
- Deep hands-on expertise in Windows, endpoint management tooling and enterprise Windows deployment.
- Experience resolving complex escalated issues through to root cause.
- Experience using device health, experience scores or endpoint telemetry to identify issues proactively.
- Experience testing operating system and application releases before deployment to an estate.
- Experience writing knowledge articles and guidance used by other support teams.
- Familiarity with automation and AI assisted tooling applied to diagnostics and remediation.
Preferred Skills:
- Microsoft Endpoint & Windows Certifications, Windows platform, Modern Workplace, endpoint management, or equivalent Microsoft certifications.
- ITIL or Service Management Qualification, ITIL or equivalent service management certification.
- Automation & AI Tooling Experience, familiarity with automation and AI-assisted tooling for device diagnostics, remediation, and operational efficiency.
- Executive Support Exposure, experience supporting C-suite leaders and working alongside executive support teams in high-visibility environments.
- Strong Technical Documentation & Communication Skills, ability to create clear guidance, runbooks, and knowledge content while effectively communicating technical issues to both technical and non-technical audiences