Service Desk Analyst

You are a Service Desk Analyst in our Engineering Team. Youll provide all aspects of technical support including new starter onboarding, offboarding and everything in between. Youll pick up tickets from our internal ticketing system, resolving a range of technical issues and enquiries quickly and efficiently. As well as managing our internal hardware, youll look after all of our software licences and agreements.

Heres how your week may look:

Its Monday morning and you get a notification to let you know that we have a new starter joining the team in a few weeks time. You start to work on the hardware and software requirements, keeping in regular communication with the new starters line manager and the people team on progress and lead times. During the afternoon, one of our customers requests access to Jira and you look into how this might be managed, perhaps by creating a new permission group.

On Tuesday, one of our developers reports a fault with their MacBook and you think its related to Jamf Now. You make arrangements for investigation and repair, liaising with Apple Business where needed. Youll also look at ways we might ensure that temporary MacBooks are available to those that need them.

For the rest of the week, you could be working with the internal ticketing system to ensure everyone has what they need in terms of device management, software licences and access to different systems.

If you read this and it sounds like your ideal job we want you on the team!

What youll be doing:

The following should give you an idea of how youll be expected to typically be spending your time. Its not set in stone and it may change from week-to-week, but it gives an idea of what is expected from the role.

• Hardware management (25%)
• Software and licence management (25%)
• Managing and resolving internal tickets (25%)
• New starter onboarding and leaver offboarding (25%)

Technical Skills

Essential Technical Skills

• Internal ticketing systems
• Jamf Now (or similar remote device management software)
• Apple Business Manager (ABM) / Apple Business Store
• Google Workspace and associated apps
• GitHub/Bitbucket
• Slack
• Atlassian suite (Confluence, Jira, Tempo)
• LastPass or similar password management software
• AWS/Azure

Desirable Technical Skills

• Slack
• AirTable
• Microsoft Office products

Knowledge and Experience

Essential Knowledge and Experience

• Cost analysis and budgeting for both software and hardware.
• Strong communication skills.
• Working with 3rd party providers.
• Managing conflicting priorities.
• Working successfully to deadlines.

Desirable Knowledge and Experience

• Experience of creating process documentation.

Benefits

• We're fully remote and will support you in working from wherever you like
• Flexible working hours to suit your lifestyle
• Free monthly coworking passes with Hubble Pass
• 24 days holiday + bank holidays + an extra day's holiday for each year worked
• Your birthday off
• Vitality private health cover (Currently UK only. After one year)
• Pension scheme (UK only)
• Perkbox (Access to a wide range of discounts and special offers)
• Generous Workiversary bonuses at 5 years and 10 years
• £1000 referral bonus - recommend a friend for a job!
• Eyecare vouchers (Currently UK only)
• Company wellness initiatives
• Access to mental health support and an Employee Assistance Programme
• Training and development plans for everyone
• Collaborative, supportive culture led by strong values
• Regular social events and networking opportunities
• Relaxed and friendly team