Service Desk Analyst

Service Desk Analyst - MacOS

We are looking for an enthusiastic and customer-focused Service Desk Analyst with experience supporting macOS devices and Apple-based products to join a growing IT support team.

Working as part of a collaborative service desk function, you will be responsible for providing technical support to end users, troubleshooting and resolving a variety of IT issues across a predominantly Mac-based environment.

This is a great opportunity for someone with a passion for technology, strong problem-solving skills and a proactive approach to delivering excellent customer service.

Key Responsibilities

Provide 1st and 2nd line technical support to end users across a range of Mac-based products and technologies.

Diagnose, troubleshoot and resolve hardware, software and operating system issues relating to macOS devices.

Support users with day-to-day technical queries, ensuring issues are logged, prioritised and resolved within agreed service levels.

Assist with the setup, configuration and deployment of Apple devices.

Work collaboratively with the wider IT team to ensure a consistent and high-quality support service.

Escalate more complex technical issues where necessary.

Occasionally travel to other UK offices to provide hands-on IT support and assistance.

Skills & Experience Required

Previous experience working within an IT Service Desk or Desktop Support environment.

Good working knowledge and practical experience of macOS.

Experience supporting Apple products, including MacBooks and other Apple devices.

Strong troubleshooting and problem-solving abilities.

Excellent communication and customer service skills, with the ability to support users of varying technical abilities.

A team-oriented approach with the ability to work independently when required.

Flexibility to travel occasionally to other UK office locations.

Desirable Experience

Experience with JAMF (Jamf Pro) would be highly beneficial, particularly in relation to Apple device management, configuration and deployment.

Familiarity with mobile device management (MDM) solutions.

Experience supporting mixed IT environments