Windows Experience Analyst

At GSK, we unite science, technology and talent to get ahead of disease together. We are a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together. We’re proud to be leading a healthcare revolution, and we’re looking for people who can help us deliver on our ambition.   Role Overview The Windows Experience Analyst combines deep specialist ownership of the enterprise Windows experience with high-touch, end-to-end technology support for GSK’s most senior leaders. The role is the trusted point of contact for GSKs most senior leaders, while also serving as a subject matter expert for Windows operating system, endpoint management and associated applications that GSK relies on.     The role resolves complex and time-critical issues with minimal disruption, retains ownership across team boundaries, and uses device health, experience data and recurring incident patterns to prevent problems and improve the platform at source. It operates as part of the globally distributed Executive Support service and partners closely with endpoint, mobile, collaboration and experience platform teams.     The role supports the shift toward proactive workplace operations. Rather than waiting for issues to be reported, it uses device health and experience data to find and fix problems early, and feeds recurring patterns back to the platform and product teams so they are resolved at source.      In this role you will • Provide day-to-day, high-touch technology support to GSK senior leaders and their offices, covering Windows devices, OS and the applications they depend on.  • Act as the subject matter expert for the Windows estate, covering the Windows operating system, endpoint management and the Windows applications GSK relies on, providing the technical depth that generalist support and site teams escalate to.  • Maintain deep specialist knowledge of Windows, endpoint management and the Windows application estate, and act as the reference point for Windows questions across the function.  • Resolve complex escalated issues, working through to root cause rather than applying a temporary fix.  • Use device health, experience scores and telemetry to identify problems proactively and address them before users report them.  • Identify recurring issues and patterns across the estate and take them to the platform and product teams so they are fixed at source.  • Support the experience of senior leaders where specialist knowledge is needed, working with the Global Executive Support team.  • Contribute to testing and validation of operating system updates, application releases and configuration changes before they reach the estate.  • Produce and maintain knowledge articles, guidance and runbooks so that support teams can resolve more issues without escalation.  • Support adoption of new capability, including AI tooling, by explaining how it works in practice and where it does not.  • Contribute to the experience backlog held by the Snr. Product Owner, Experience Platform, bringing evidence of what is affecting users.  • Work with the EUC and Mobile Device Management platform teams on configuration, packaging and deployment questions within the specialism.  • Use automation and AI assisted tooling to reduce repetitive diagnostic and remediation work.        Why you? Basic Qualifications : We are looking for professionals with these required skills to achieve our goals: • Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience. • Significant experience in end user computing, technology support or endpoint engineering roles with a Windows focus.  • Deep hands-on expertise in Windows, endpoint management tooling and enterpri