Advanced Analyst, Infrastructure Customer Experience

About the role

The Advanced Analyst, Infra CX will act as a dedicated resource for advanced technology customer experience, providing Level 2 & 3 "White Glove" support across collaboration tools, service desk platforms and AV systems. You will ensure prompt resolution of software and hardware issues while maintaining high service standards for internal clients.

Key responsibilities

• Deliver Level 2 & 3 support for Microsoft Teams, ServiceNow and AV/Media systems, including meeting rooms and conference spaces.
• Respond to software and hardware queries, perform installations, upgrades, moves and roll‑outs, and manage first‑line telephony tasks.
• Maintain a central library of application documentation, hardware inventories and procedure databases.
• Log, own, update and close support calls, escalating when necessary and analysing trends for root‑cause remediation.
• Collaborate with Run and Build infrastructure teams to resolve current issues and plan future state improvements.

Required profile

• 5+ years of technology‑related experience in a client‑focused, service‑oriented environment.
• Self‑starter with strong decision‑making, prioritisation and follow‑through abilities.
• Proven ability to work with technical colleagues and senior business leaders.
• Experience documenting support procedures and mentoring peers.

Required skills

• Microsoft Teams support
• ServiceNow administration
• Crestron and Polycom AV equipment
• Windows OS and Apple iOS device management
• Basic networking and telephony troubleshooting
• ITIL methodology
• MCSE certification (or equivalent experience)

What we offer

• Generous annual leave plus flexible paid time off
• Hybrid work schedule (four days onsite, one day remote)
• Learning and development programs
• Health and wellbeing benefits
• Parental leave benefits
• Employee stock purchase plan (where applicable)