Agentic Workplace Experience Service Desk Analyst
About The Position
Reporting to the Senior Manager, Agentic Workplace, the Agentic Workplace Experience Service Desk Analyst will help Liberty Global deliver a modern, secure and AI-enabled digital workplace experience for employees. The role supports colleagues across the United States and partners closely with teams in the United Kingdom and the Netherlands. The analyst provides front-line technology support, helps employees adopt AI-powered workplace tools, and contributes to implementing workplace technologies, security controls and employee services. The role combines employee support, workplace engineering and AI enablement, with collaboration across engineering, project and user experience teams to resolve problems, improve services and help employees make effective use of workplace tools. The analyst also supports new workplace initiatives and emerging AI capabilities to enhance productivity, collaboration and the employee experience.
Requirements
- Strong troubleshooting, diagnostic and problem-solving skills.
- Knowledge of Microsoft 365 technologies, including Teams, OneDrive, SharePoint Online and Exchange Online.
- Knowledge of endpoint management technologies, including Microsoft Intune, Autopilot, Mobile Device Management (MDM) and Mobile Application Management (MAM).
- Understanding of workplace security technologies, including Active Directory, Azure, Multi-Factor Authentication (MFA), BitLocker and Microsoft Defender.
- Knowledge of AI-powered workplace tools such as Microsoft Copilot, Claude, Gemini, Power Apps and Power Pages.
- Experience using an IT service management or ticketing platform.
- Strong written and verbal communication skills.
- Excellent organisational, collaboration and prioritisation skills.
- A customer-focused approach and ability to support employees at all levels of the organisation.
- A passion for learning, experimentation and continuous improvement.
Nice To Haves
- Knowledge of Dynamics 365 or comparable service management platforms.
- Knowledge of Microsoft Teams Rooms technologies.
- Experience supporting PaperCut printing solutions.
- Knowledge of Kiteworks and secure file-sharing platforms.
- Experience supporting workplace technology projects or engineering initiatives.
- Experience supporting executive stakeholders.
- Experience supporting AI adoption, automation or digital workplace transformation initiatives.
Responsibilities
- Act as a first point of contact for employees seeking technology support through chat, email, phone, remote access and face-to-face interactions.
- Diagnose and resolve hardware, software, device, access and collaboration technology issues.
- Support the implementation and ongoing operation of workplace technologies, security controls and employee services.
- Help employees adopt and use approved AI, automation and agentic workplace tools effectively and responsibly.
- Contribute to workplace engineering activities and technology initiatives, including security and access management solutions.
- Work closely with engineering, project and user experience teams to deliver reliable and high-quality workplace services.
- Identify recurring issues and recommend service improvements.
- Provide support for executive stakeholders when required.
Benefits
- Competitive salary.
- Bonus and benefits.
- Comprehensive medical, dental and vision benefit plans starting on day 1.
- 401(k) with 100% match up to 10% of base salary in the form of Company Stock (LBTYK series).
- Discretionary annual bonus incentive.
- Discretionary annual equity grants.
- Paid time off.
- Access to a private café, fitness centre and paid parking.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
