UX Senior Analyst - 12 month FTC

Job description

We have an exciting opportunity for a UX Senior Analyst to join our Technology Services team in our Belfast office on a 12 month fixed-term contract.

Technology Services

The IT Service Management team is part of Technology Services and operates all the IT services and infrastructure for the firm.

As a senior UX (EUC) support analyst, you will deliver high‑quality technical support to internal customers across phone, email, and face‑to‑face channels, escalating to specialist teams or external providers where necessary.
in addition to resolving incidents, you will take ownership of selected endpoint management areas, including Intune configuration, packaging, task automation, and problem management. you will identify opportunities to streamline EUC processes, develop automations to reduce manual effort, and act as a technical escalation point for junior colleagues.
Your role is both operational and improvement‑focused — ensuring excellent customer service while contributing to a more stable, efficient, and proactive EUC service.

What you will do

You will handle user support requests coming from the Service Desk, regional IT Officers, and external support providers, ensuring an efficient and customer-focused response. This involves responding to software and hardware queries through various channels like email, phone, or in-person, and working closely with 1st Line teams to resolve issues or escalate them to other third line support teams when necessary. Collaboration with other support teams is crucial to address recurring technical problems and identify any training or documentation needs and keeping our ticketing system updated with timely and accurate information is also essential. You'll continuously enhance your knowledge of various software and hardware technologies, maintaining a strong customer focus throughout.

In addition to these duties, you will:

• Support and maintain core EUC platforms including Group Policy, Global Print Management, Endpoint Manager, Intune, Apple Business Manager, and iOS & MacOS.
• Take ownership of selected Intune configuration and compliance policies, resolving deployment issues and configuration drift, and contributing to controlled platform changes through collaboration with senior engineers and participation in CAB.
• Build, test, and maintain Win32 application packages, ensuring high‑quality detection rules and requirement logic and will work with vendors or specialist teams to address packaging and deployment issues.
• Develop PowerShell automations, proactive remediations, and workflow improvements designed to reduce manual effort and improve stability.
• Analyse recurring issues, performing root cause analysis, and implementing long‑term corrective actions to prevent repeat incidents.
• Contribute to team capability by producing clear, accurate knowledge articles and offering technical guidance to junior team members, while ensuring all EUC systems and ticketing tools are kept up to date with accurate, timely information.

What you will have

• Relevant IT experience in a UX (EUC) role.
• Practical knowledge of IT infrastructure and services in a Microsoft technology environment, and proficiency in Microsoft Windows 10 and/or iOS technology environments.
• Strong knowledge of Endpoint Manager (SCCM) and Intune is required. Experience in Patch Management and Windows Update for Business via Intune is desired.
• Strong commitment to promptly resolving incidents using logical problem-solving and providing excellent customer service.
• Strong organisational skills, with good attention to detail, and the ability to work confidently with large data sets to assist with analysis, reporting, and troubleshooting

What we can offer you

We recognise that our people are our most valuable asset, which is reflected in the wide range of benefits that are available to our employees. Some of these benefits include: our occupational pension scheme, group income protection cover, private medical insurance, mental health resources and free apps, health and wellbeing services encompassing GP service, emergency back-up care support, parental and special leave, online discounts and lifestyle management services.

We recognise the value of flexible working and embrace hybrid working, allowing our people to work from home up to 40% of their working time. We do, however, remain committed to working together in person for the remaining 60% of time so that we can learn, grow and succeed together. Should you require additional support at any stage of the recruitment process due to a disability or a health condition, please do not hesitate to contact a member of our recruitment team who will work with you to provide any adjustments as required. We are an equal opportunities recruiter and do not discriminate on the basis of race, colour, sex, religion, sexual orientation, national origin, disability, or any other protected characteristic.