🚀 Tier 3 Service Desk Analyst
We’re looking for a highly skilled Tier 3 Service Desk Analyst to join a fast-growing IT team in London. This is a hands-on, high-impact role for someone who thrives in complex technical environments, takes full ownership of issues, and enjoys improving how IT support operates at scale.
🔧 What you’ll do
* Act as the final escalation point for advanced technical issues across software, hardware, SaaS, identity, and networking
* Manage and support macOS and Windows environments using Jamf Pro and Microsoft Intune
* Administer and optimize Google Workspace (Gmail, Drive, Docs, Calendar, Admin Console, user lifecycle, permissions, security)
* Support IT projects such as office buildouts, acquisitions, application rollouts, and hardware refreshes
* Develop automation opportunities using scripting and workflow tools
* Create and maintain SOPs, documentation, and knowledge base articles
* Mentor Tier 1 and Tier 2 analysts and help improve overall service quality
💡 What we’re looking for
* 5+ years in IT support with strong Tier 3 / advanced troubleshooting experience
* Strong hands-on experience with macOS, Windows 10/11, Jamf Pro, Intune, and Google Workspace
* Experience with VPNs, SSO, endpoint security, and compliance practices
* Strong documentation skills (SOPs, troubleshooting guides, technical write-ups)
* Experience with ticketing systems such as Zendesk or similar
* Strong communication, problem-solving, and ownership mindset
🌟 Nice to have
* Experience with Slack, Zoom, and collaboration tools
* Exposure to AV / conference room technology
* Experience in high-growth or M&A environments
* Familiarity with NIST, ISO 27001, or SOC 2 frameworks
* Interest in mentoring or stepping into leadership responsibilities
đź“Ť Location: Onsite job in Brighton and Westin London City
If you enjoy solving complex technical challenges, improving systems, and supporting a modern IT environment—this role is for you.