Helpdesk Support Analyst

📋 Description

• Troubleshoot and resolve issues across macOS and Windows endpoints, Google Workspace, Salesforce
• Provide first-line (L1) support for business applications: access and permissions questions, basic
• Triage, prioritise, and manage tickets in our service desk, keeping requesters informed at every
• Coordinate escalations to L2 and L3 support, engineering, vendors, and other functions across the
• Meet individual and team KPIs for response time, resolution time, and customer satisfaction.
• Execute technical onboarding for new starters and offboarding for leavers, including account

🎯 Requirements

• 3+ years in a technical support, help desk, or IT operations role.
• Strong hands-on troubleshooting across macOS and Windows.
• Working knowledge of Okta (or a comparable IdP), Microsoft 365, Google Workspace, and Active
• Experience supporting SaaS business applications such as Salesforce, including user administration
• Experience with a ticketing platform (Jira Service Management or similar) and a documentation tool
• Clear, patient written and verbal communication with non-technical colleagues at every level

🎁 Benefits

• Private medical insurance
• Subsidised eye care
• Subsidised fitness membership
• Employee Assistance Program: well-being support and personal advice programme
• 25 days annual leave plus bank holidays, and company sick pay
• Bonus scheme