Service Desk Analyst in London, Greater London

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.