Workspace Analyst

Getronics is a global leader in technology solutions with a team of over 4,000 colleagues in 22 centres, providing comprehensive end-to-end services across the globe. Our mission is to deliver and continually evolve reliable IT services and solutions to empower organisations to maximise their business potential. We have an exciting opportunity for a Workspace Analyst to join our team in Glasgow!

Team Purpose:

The team provides 3rd line Endpoint Management for multiple international customers, focused on the areas of:

• Windows endpoint and mobile device management: update and software deployment, configuration management and operating system deployment.
• MS Intune product family management: maintenance and upgrading of Microsoft Configuration Manager (MCM), management of Intune.
• Microsoft 365 service components management, with a focus on security (Microsoft Defender).
• Software packaging: creation and maintenance of application packages.

All Incidents and Requests are to be resolved within SLA as exceeding these would have impact on our customer’s ability to function as a business.

Role Purpose:

The suitable candidate for this role will play an important part in delivering 3rd line technical support. This support includes incident resolution, request fulfilment and change implementation for our global customers.

Primary Responsibilities

• Manage and support customer environments built with Windows client Operating systems, Active Directory Group Policy, Microsoft Defender and the Microsoft Intune product family (Microsoft Configuration Manager / Intune) with patching, software deployment, compliance and configuration policies.
• Respond to and resolve assigned incidents in addition to implementing requests and changes, ensuring appropriate actions are taken so that none of them exceed their SLA or cause unforeseen business impact.
• Update the customer and the ITSM ticket throughout the lifecycle of it.
• Liaise with the Service Desk, other Getronics resolver groups, the customer and vendors where needed, to resolve tickets.
• Comply with relevant customer and Getronics policies and procedures.
• Discuss any assigned tickets for which you need assistance with senior colleagues or management.
• When a ticket is in risk of breaching SLA, escalate to management.

Secondary responsibilities

• Execute recurring operational activities according to prescribed schedules and procedures.
• Manage and support customer M365 environments aspects related to Microsoft Defender.
• Manage and support customer Azure Virtual Desktop environments including aspects related to image management, profile management.
• Participate in service introduction calls based on your customer knowledge.
• Suggest improvements to operations and customer configuration based on your handled tickets.
• Document issues and fixes in the Knowledge Management System.
• Grow your knowledge and experience to become subject matter expert in the supported technologies.

Skills/Experience:

• At least 3 years of experience working in a customer support team on the relevant technologies and products.
• Possess excellent troubleshooting and logical reasoning skills.
• Thorough knowledge of Windows 10/11 and endpoint related technologies (e.g. Microsoft Defender, Active Directory Group Policies, Active Directory, Microsoft Office suite, desktop / laptop technologies).
• Thorough knowledge of Microsoft Intune product family: Microsoft Configuration Manager: functionality such as software update deployment as well as components such as management points and the inner working thereof.
• Intune: Mobile device and application management functions and closely related technologies such as AutoPilot.
• Microsoft Certifications: MD-100: Windows 10, MD-101: Managing modern desktops or MD-102: Endpoint Administrator.
• Experienced in working in an ITIL-based operations environment using ITSM toolsets such as ServiceNow.
• Willing to participate in On-Call schedule or shifts.
• Flexible when emergencies occur.
• Proficient in English.

If you think you have 75% or even 90% of what we are looking for and know you are capable of the responsibilities and duties at hand, we encourage you to apply! Not all applicants require 100% of what we expect. This will prove you are willing to develop, curious to learn and grow professionally and personally.

What to do next:

If this ticks your boxes, and you are looking for a new and exciting opportunity, then please apply below with a copy of your CV and your contact details. We would appreciate a short message as to why you are interested in the position and Getronics!

As a business, we offer an Employee Referral Programme, if you have someone in your life you think would be a perfect fit then send them a link to the career’s webpage.

If you would like to ask any questions regarding our vacancies, Getronics as a business, or anything else, please don’t hesitate to get in touch. The Talent Acquisition team will be available on 0141 814 1055 or alternatively, email into.

We are committed to equal opportunities for all staff and applications from individuals are encouraged, regardless of age, disability, gender, sexual orientation, race, religion, or belief, relationship status, and families.