Windows Experience Analyst

In this role you will be the trusted Windows expert supporting GSK's most senior leaders. You will own the Windows experience across devices, OS and key applications, and partner with cross-functional teams to resolve complex issues and prevent problems at source. You’ll help shift the workplace towards proactive operations by using telemetry and health data to address patterns early. You will work in the Executive Support service, enabling high-impact, smooth technology experiences for leadership and their offices. This is a hands-on, technically deep role with a strong focus on delivering reliable, secure Windows environments at scale.

• Provide high-touch daily support for Windows devices, OS, and dependent applications for senior leaders
• Act as the Windows expert across the estate, including endpoint management and Windows applications
• Maintain deep Windows and endpoint knowledge; serve as the reference point for Windows questions
• Resolve escalated issues to root cause rather than applying temporary fixes
• Use device health, experience scores, and telemetry to proactively identify and fix problems
• Identify recurring issues and drive fixes with platform/product teams
• Support senior leaders’ experiences with specialist input alongside Global Executive Support
• Contribute to testing and validation of OS updates, application releases, and configuration changes
• Create and maintain knowledge articles, guidance, and runbooks for support teams
• Support adoption of new capabilities including AI tooling by explaining practical usage
• Contribute to the experience backlog with evidence from users’ experiences
• Collaborate with EUC and Mobile Device Management teams on configuration and deployment questions
• Apply automation and AI-assisted tooling to reduce repetitive diagnostics and remediation

• Significant experience in end-user computing or endpoint engineering with a Windows focus
• Hands-on expertise in Windows, endpoint management tooling, and enterprise Windows deployment
• Experience resolving escalated issues through to root cause
• Experience using device health, experience scores or telemetry to identify issues proactively
• Experience testing OS and application releases before deployment
• Experience writing knowledge articles and guidance for other support teams
• Familiarity with automation and AI-assisted tooling for diagnostics and remediation

• Strong communication; ability to explain technical issues to both technical and non-technical audiences
• User-centered mindset and focus on improving experience rather than only closing tickets
• Proactive and methodical diagnostic approach
• Microsoft Endpoint & Windows Certifications (preferred)
• Windows platform and endpoint management (Intune, SCCM, Jamf)
• Microsoft 365 tools (Teams, SharePoint, OneDrive)