IT Service Service Desk Support Technician

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 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.