IT Helpdesk Analyst

We are looking for a dedicated and customer-focused Helpdesk Analyst with strong expertise in Mac OS X, iOS, JAMF, and Zendesk to join our IT support team. The successful candidate will be responsible for providing technical support to end users, troubleshooting issues with Mac OS X and iOS devices, managing device configurations through JAMF, and handling user requests via Zendesk. This role requires excellent problem-solving skills, a customer-centric attitude, and a strong understanding of Apple ecosystems.

Required Years of Experience: 1 to 3 years

Salary: Open (let us know your best expectation)

Key Responsibilities:

• End-User Support:
• Provide first-line technical support for Mac OS X and iOS devices, addressing software, hardware, and connectivity issues.
• Respond promptly to support tickets and user inquiries submitted via Zendesk, providing efficient and effective solutions.
• Troubleshoot, diagnose, and resolve technical issues related to Mac and iOS hardware, operating systems, applications, and peripheral devices.
• Escalate complex issues to higher-level support teams as needed, ensuring timely resolution and user satisfaction.
• Device Management (JAMF):
• Use JAMF Pro to manage and configure Mac OS X and iOS devices, ensuring proper device enrolment, policy application, and security settings.
• Perform remote troubleshooting and support for devices managed through JAMF, including software deployment, configuration profiles, and system updates.
• Assist with device lifecycle management, including setup, deployment, and decommissioning of Mac and iOS devices.
• Ensure compliance with organizational IT policies and security standards by maintaining JAMF configurations.
• Ticket Management (Zendesk):
• Utilize Zendesk to log, track, and manage incoming support requests, ensuring that tickets are accurately documented and prioritized based on urgency.
• Communicate effectively with end users, keeping them informed of ticket status and resolution timelines.
• Contribute to the development of FAQs, self-help articles, and knowledge base content in Zendesk to empower end users with troubleshooting resources.
• Software and System Support:
• Support the installation, configuration, and updates of software applications on Mac OS X and iOS devices, ensuring compatibility and security.
• Provide guidance to end users on best practices for software usage and troubleshooting common technical problems.
• Monitor, report, and resolve software issues and updates for Mac and iOS environments.
• Customer Service and Communication:
• Provide excellent customer service and maintain a professional, friendly demeanor when interacting with end users.
• Educate users on troubleshooting techniques and preventative measures to minimize future issues.
• Maintain clear and concise communication with users and IT team members to ensure effective resolution of support tickets and technical challenges.
• Documentation and Reporting:
• Document common issues, solutions, and troubleshooting steps for inclusion in the internal knowledge base and self-service portals.
• Generate reports on ticket volume, issue trends, and device performance for management review.
• Assist in the preparation of documentation for system configurations, policies, and IT processes.