End User Computing / Experience Analyst

Looking for a challenge in one of the world’s largest airfreight logistics organisations?

At IAG Cargo, we’re in the business of moving things. From antibiotics and rhinoceroses to gold bullion, avocados, and everything in between, whatever people need, wherever they are, IAG Cargo is there to bring them the necessary and niche.

As the logistics and cargo brand of International Airlines Group, you’ll work across the globally recognised brands of Aer Lingus, British Airways, Iberia, Level and Vueling.

As well as helping to keep the world’s economies turning, we believe in building a great place for our colleagues to work. Our people are determined, curious, collaborative and take huge pride in everything they do.

The role:

End User Computing / Experience Analyst

Overview of the role

• The EUC Resource, as part of IAG Cargo IT’s Service Operations and Infrastructure team, will cover End-User Computing and Desktop Infrastructure services.
• They will partner closely with broader teams and suppliers across the organisation to support customer EUC needs
• Across Cargo we have a real diverse range of end user devices, from office to operational to airside, all of which require control & management

People/Relationship

• Build, develop and maintain sustainable & respectful stakeholder and wider business, cross-IT and external partner relationships.

Governance

• Member/Invitee of the following Teams & Boards:
  • IAG Cargo Infrastructure team, within Service Operations and Infrastructure
  • IAG Cargo CDIO Team

What you’ll do:

Working in partnership with IAG Cargo IT and the business to:

• Be accountable for EUC device image creation and maintenance
• Ensure application packaging & deployment services are in place with the required request and approval process for applications
• Provide 2nd line support for EUC related service tickets
• Support Incident and Service Request escalations from other teams, liaising with third parties and the business to resolve issues where required
• Document & publish EUC policies and standards including user policies, aligning with Cyber policies as required
• Ensure security policies and patches are applied across the estate, owning deployment tools and reporting
• Service Owner for Microsoft Office 365, Microsoft Intune (or equivalent MDM Solution) and VDI Active Directory and Group Policy management and standard applications in area of accountability
• Endpoint lifecycle management, including stock forecasting based on demand, and secure disposal
• Ensure customers have the right tools to operate efficiently and seamlessly, regardless of location
• Budget management and cost ownership
• Build and maintain strong relationships with EUC vendors, monitor vendor performance and ensure adherence to service level agreements, help drive continuous improvement initiatives
• Collaborate with vendors to address issues and stay abreast of industry trends
• Ensure up-to-date documentation of EUC services, configurations, and procedures to facilitate knowledge sharing and team collaboration

This role may require travel and working from multiple sites/locations. Willing and able to travel to participate in meetings, workshops, and other related activities.

What you’ll bring to IAG Cargo:

• Cloud technologies - IAAS, PAAS and SAAS
• Microsoft O365, Imaging software, packaging software, AV for Endpoint, Windows 10/11, iOS, macOS, Android, SCCM and remote access solutions, remote connectivity tools, GPO, laptop and mobile configuration
• Excellent verbal and written communication skills with an ability to summarise and present to key stakeholders
• Strong understanding of ITIL (Information Technology Infrastructure Library) principles and best practices
• In-depth knowledge of deployment and device management tools, with the ability to interpret data and make data-driven decisions
• Excellent time management skills with the ability to multitask and manage priorities effectively
• Excellent communication and interpersonal skills
• Proven problem-solving abilities and the capacity to think critically under pressure
• Scripting and automation (desirable)
• Fluent written and spoken English

Your experience:

• Experience operating in IT infrastructure services in a complex enterprise environment
• Experience working with MSPs preferably offshore outsourcing partners
• Experience of proactively identifying, questioning, and suggesting improvement to current working methods and processes
• Experience of operating across multiple countries and cultures is desirable, but not essential.

What we offer:

Wherever you work within IAG Cargo, you’ll play a part in connecting people and countries and join a diverse and inclusive business that’s making a difference to the future of aviation.

Colleagues working for IAG Cargo:

• Benefit from attractive and competitive rewards aligned to the local market and role.
• From the day you join us, you’ll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways and group airlines. You’ll also receive up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family.
• Work with diverse colleagues in a business that truly values inclusion and diversity.
• Are valued for their ideas and opinions.
• Benefit from opportunities for development and progression.
• Are able to support communities across the world, and close to home.
• Work in an environment in which safety and wellbeing are paramount.

Equity, Diversity and Inclusion

Our recruitment procedures positively support our equity, diversity, and inclusion agenda.

All candidates are considered strictly on their merits in relation to the criteria for the role, treated fairly and consistently and have their individual needs responded to throughout the process.

Please advise us if you require any reasonable adjustments to take part in the recruitment process so we’re able to remove any barriers that may present themselves.

To apply for the position of End User Computing / Experience Analyst, please use the ‘apply now’ function.