Information Technology Help Desk Analyst

2 days ago

London, United Kingdom New Era Technology Full time
Job Description

We are looking for a dedicated and customer-focused Helpdesk Analyst with strong expertise in Mac OS X , iOS , JAMF , and Zendesk to join our IT support team. The successful candidate will be responsible for providing technical support to end users, troubleshooting issues with Mac OS X and iOS devices, managing device configurations through JAMF, and handling user requests via Zendesk. This role requires excellent problem-solving skills, a customer-centric attitude, and a strong understanding of Apple ecosystems.


Required Years of Experience: 1 to 3 years

Salary: Open (let us know your best expectation)

Key Responsibilities:

  • End-User Support:
  • Provide first-line technical support for Mac OS X and iOS devices, addressing software, hardware, and connectivity issues.
  • Respond promptly to support tickets and user inquiries submitted via Zendesk , providing efficient and effective solutions.
  • Troubleshoot, diagnose, and resolve technical issues related to Mac and iOS hardware, operating systems, applications, and peripheral devices.
  • Escalate complex issues to higher-level support teams as needed, ensuring timely resolution and user satisfaction.
  • Device Management (JAMF):
  • Use JAMF Pro to manage and configure Mac OS X and iOS devices, ensuring proper device enrolment, policy application, and security settings.
  • Perform remote troubleshooting and support for devices managed through JAMF, including software deployment, configuration profiles, and system updates.
  • Assist with device lifecycle management, including setup, deployment, and decommissioning of Mac and iOS devices.
  • Ensure compliance with organizational IT policies and security standards by maintaining JAMF configurations.
  • Ticket Management (Zendesk):
  • Utilize Zendesk to log, track, and manage incoming support requests, ensuring that tickets are accurately documented and prioritized based on urgency.
  • Communicate effectively with end users, keeping them informed of ticket status and resolution timelines.
  • Contribute to the development of FAQs, self-help articles, and knowledge base content in Zendesk to empower end users with troubleshooting resources.
  • Software and System Support:
  • Support the installation, configuration, and updates of software applications on Mac OS X and iOS devices, ensuring compatibility and security.
  • Provide guidance to end users on best practices for software usage and troubleshooting common technical problems.
  • Monitor, report, and resolve software issues and updates for Mac and iOS environments.
  • Customer Service and Communication:
  • Provide excellent customer service and maintain a professional, friendly demeanor when interacting with end users.
  • Educate users on troubleshooting techniques and preventative measures to minimize future issues.
  • Maintain clear and concise communication with users and IT team members to ensure effective resolution of support tickets and technical challenges.
  • Documentation and Reporting:
  • Document common issues, solutions, and troubleshooting steps for inclusion in the internal knowledge base and self-service portals.
  • Generate reports on ticket volume, issue trends, and device performance for management review.
  • Assist in the preparation of documentation for system configurations, policies, and IT processes.

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