Senior Service Desk Analyst

📋 Description

• Be the primary point of contact for the Service Desk during US hours, triaging and independently
• Work alongside Felix, our AI virtual Service Desk teammate, picking up tickets it can't fully
• Own tickets end-to-end in the ITSM system, working to ITIL/ITSM best practice and meeting SLA
• Execute secure user provisioning and device lifecycle management using Okta, Jamf, and Microsoft
• Administer core SaaS platforms including Google Workspace, Slack, Zoom, and the Atlassian suite
• Work closely with PeopleOps to onboard and offboard users, ensuring provisioning and

🎯 Requirements

• 2–4 years' experience in a 2nd line or standalone IT support role.
• Strong working knowledge of both Windows and macOS environments.
• Hands-on experience administering an identity provider (e.g. Okta or similar) and an MDM platform
• Comfortable working within ITIL/ITSM frameworks and using a ticketing system such as Jira Service
• Practical experience with core SaaS platforms: Google Workspace, Slack, Zoom, and the Atlassian
• Comfortable using AI assistants (e.g. Claude, Gemini) and enthusiastic about working alongside an

🎁 Benefits

• Company Equity
• 27 days paid time off
• 12 days of Company Holiday
• 5 days paid volunteering leave
• Group Mediclaim (GMC)
• Enhanced Parental leave policies