Analyst, End User Experience Engineer in London

The Analyst assists with the implementation, support and maintenance of EBRD's platforms and software solutions. The Analyst operates within the Squad as an individual contributor to develop/maintain code or infrastructure, as part of the lifecycle management of the Bank systems.

Accountabilities & Responsibilities

• Simplify to amplify: Working within a squad or team, the Analyst questions complexity within their role and focuses on simplifying their tasks. The Analyst adopts a "good enough is better than perfect" mindset.
• Act decisively, commit fully: The Analyst makes decisions on their day-to-day tasks swiftly and commits fully. They adopt a continuous learning mindset and contribute and align with team decisions, taking a fail fast, learn fast risk-based approach.
• Listen well and speak up: The Analyst demonstrates openness and is comfortable sharing their questions and ideas with team members, showing commitment to a continuous learning and growth mindset.
• Collaborate smartly: An active member of a squad, the Analyst demonstrates a highly collaborative approach, contributing to the collective success of a team.
• Engineering Excellence: The Analyst will bring a continuous learning mindset to enable measurable improvement of technical skills, working with experienced colleagues to embed and embrace best practices and coding standards.
• Agile Ways of Working: The Analyst will embrace Agile Ways of Working with a willingness to learn, adapt, seek feedback and use experimentation to enhance processes and IT services.
• Managing cost and budget: The Analyst will use appropriate tooling to track time and effort, ensuring that work is done efficiently.
• Quality at our core: The Analyst takes ownership and responsibility for all they do, ensuring that all work meets expected levels of performance and quality.
• Secure First: The Analyst understands the importance of a 'secure first' mindset at every stage of the engineering or development lifecycle.
• Drives User Experience: The Analyst understands that our goals are to meet user needs, taking a user-centric approach in all they do.
• Supports the resolution of user-reported incidents by assisting with troubleshooting across devices, following established service guidelines.
• Contributes to hardware diagnostics, repairs, upgrades, and replacements under the supervision of senior technical staff.
• Provides day-to-day support for Windows, macOS, iOS, Android, and corporate applications including M365, VPN, security tools, and collaboration platforms.
• Assists with imaging, patching, deployment, refresh, and disposal activities for end-user devices, ensuring compliance with established procedures.
• Provides technical support for the Annual Meeting and other major initiatives, and may be required to travel to regional offices to deliver on-site support.
• Monitors and enhances user experience, proactively identifying and preventing recurring issues.
• Supports the rollout of new tools, devices, and services through demonstrations, onboarding, and user training.

Knowledge, Skills, Experience & Qualifications

• Educated to degree level or possess equivalent professional experience.
• Proven end-user support experience across devices, applications, AV/in-building tech, Microsoft 365, Windows/macOS, and basic network, security, and recovery tasks.
• Experience in maintaining accurate asset records, including lifecycle management and remediation tracking.
• Strong problem-solving and analytical skills, with the ability to identify and prevent recurring issues.
• Trusted technology partner with strong stakeholder relationships and excellent interpersonal skills.
• Experience managing joiner/mover/leaver processes end-to-end, ensuring a positive user experience.
• Excellent written and verbal communication skills, able to communicate effectively with technical and non-technical audiences.
• Ability to work effectively under pressure and as part of a team in a multicultural environment.
• Fluency in written and spoken English; additional languages beneficial.
• Awareness of IT security policies, data protection, and compliance best practices.
• Certifications such as ITIL Foundation, Microsoft Modern Desktop Administrator, CompTIA A+, or customer service training are an advantage.

What is it like to work at the EBRD?

Our agile and innovative approach is what makes life at the EBRD a unique experience! You will be part of a pioneering and diverse international organisation, using your talents to make a real difference to people's lives and help shape the future of the regions we invest in.

The EBRD environment provides you with:

• Varied, stimulating and engaging work that gives you an opportunity to interact with a wide range of experts in the financial, political, public and private sectors.
• A working culture that embraces inclusion and celebrates diversity.
• An environment that places sustainability, equality and digital transformation at the heart of what we do.