Mac Experience Analyst

GSK; Camden Town; On-site; GBP 70,000 - 110,000; Full time

Job summary

GSK seeks a Mac & Executive Experience Analyst to own the enterprise Mac experience and deliver high-touch support to senior leaders. You will be the SME for macOS, Apple device management and Apple apps used by executives, resolving complex issues and driving proactive improvements across the estate.

You will contribute to OS/app testing, create runbooks and guidance, and collaborate with global teams to prevent problems at the source, including leveraging AI tooling and device telemetry to

Qualifications

• Bachelor's degree required or equivalent practical experience.
• Significant experience in end user computing or endpoint engineering with a Mac focus.
• Experience resolving escalated issues through to root cause.
• Familiarity with automation and AI tooling for diagnostics and remediation.
• Experience testing OS and application releases before deployment.

Responsibilities

• Provide day-to-day high-touch technology support to senior leaders and offices, covering Mac devices and related apps.
• Act as Mac estate SME, with depth in macOS and Apple ecosystem.
• Identify recurring issues and drive root-cause fixes with platform teams.
• Create and maintain knowledge articles, runbooks and guidance for support staff.
• Support adoption of new capabilities including AI tooling and automation.
• Collaborate with EUC, MDM and platform teams on configuration and deployment questions.

Skills

MacOS expertise

Apple device management

End user computing

Root cause analysis

Telemetry analytics

OS/application deployment testing

Technical documentation

Automation & AI tooling

Microsoft 365

Endpoint management

Identity & access management

Executive support exposure

Education

Bachelor's degree in Information Technology, Computer Science, or a related field

Tools

Intune

SCCM

Jamf

Entra ID/Azure AD

Job description

The Mac & Executive Experience Analyst combines deep specialist ownership of the enterprise Mac experience with high-touch, end-to-end technology support for GSK's most senior leaders. The role is the trusted point of contact for GSK's most senior leaders, while also serving as a subject matter expert for macOS, Apple device management and the Apple applications GSK executives rely on. The role resolves complex and time-critical issues with minimal disruption, retains ownership across team boundaries, and uses device health, experience data and recurring incident patterns to prevent problems and improve the platform at source. It operates as part of the globally distributed Executive Support service and partners closely with endpoint, mobile, collaboration and experience platform teams. The role supports the shift toward proactive workplace operations. Rather than waiting for issues to be reported, it uses device health and experience data to find and fix problems early, and feeds recurring patterns back to the platform and product teams so they are resolved at source.

• Provide day-to-day, high-touch technology support to GSK senior leaders and their offices, covering Mac devices, mobile, collaboration tooling, identity, access and the applications they depend on.
• Act as the subject matter expert for the Mac estate, covering macOS, Apple device management and the Apple applications GSK relies on, providing the technical depth that generalist support and site teams accelerate to.
• Maintain deep specialist knowledge of macOS, Apple device management and the Apple ecosystem, and act as the reference point for Mac questions across the function.
• Resolve complex escalated issues, working through to root cause rather than applying a temporary fix.
• Use device health, experience scores and telemetry to identify problems proactively and address them before users report them.
• Identify recurring issues and patterns across the estate, and take them to the platform and product teams so they are fixed at source.
• Support the experience of senior leaders where specialist knowledge is needed, working with the Global Executive Support team.
• Contribute to testing and validation of operating system updates, application releases and configuration changes before they reach the estate.
• Produce and maintain knowledge articles, guidance and runbooks so that support teams can resolve more issues without escalation.
• Support adoption of new capability, including AI tooling, by explaining how it works in practice and where it does not.
• Contribute to the experience backlog held by the Snr. Product Owner, Experience Platform, bringing evidence of what is affecting users.
• Work with the EUC and Mobile Device Management platform teams on configuration, packaging and deployment questions within the specialism.
• Use automation and AI assisted tooling to reduce repetitive diagnostic and remediation work. We are looking for professionals with these required skills to achieve our goals:
• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Significant experience in end user computing, technology support or endpoint engineering roles with a Mac focus.
• Deep hands-on expertise in macOS, Apple device management and enterprise Mac deployment.
• Experience resolving complex escalated issues through to root cause.
• Experience using device health, experience scores or endpoint telemetry to identify issues proactively.
• Experience testing operating system and application releases before deployment to an estate.
• Experience writing knowledge articles and guidance used by other support teams.
• Familiarity with automation and AI assisted tooling applied to diagnostics and remediation.
• Preferred Skills: If you have the following characteristics, it would be a plus:
• Apple Certifications, Apple device management, endpoint management, or related Apple certifications are specifically identified as desirable.
• ITIL or Service Management Qualification, ITIL or equivalent service management certification.
• Automation & AI Tooling Experience, familiarity with automation and AI-assisted tooling for device diagnostics, remediation, and operational efficiency.
• Executive Support Exposure, experience supporting C-suite leaders and working alongside executive support teams in high-visibility environments.
• Strong Technical Documentation & Communication Skills, ability to create clear guidance, runbooks, and knowledge content while effectively communicating technical issues to both technical and non technical audiences
• Microsoft 365 (Teams, SharePoint, OneDrive)
• Endpoint management (Intune, SCCM, Jamf)
• 8dentity and access management (Entra ID/Azure AD, conditional access, Zero Trust)
• Other Job-Related Skills/Background: Deep technical expertise in the specialism, with genuine curiosity about how it works.
• Strong diagnostic skills, able to work methodically from symptom to root cause.
• Clear written communication, able to produce guidance others can follow.
• A user-centred outlook, judging success by whether the experience improved rather than whether the ticket closed.
• Willingness to escalade a pattern instead of applying the same workaround again., Automation Technology, Cloud Infrastructure, Configuration Management (CM), Configuration Management Database (CMDB), Customer Service Operations, Cybersecurity, Data Analysis, Incident Management, Information Security, Information Security Infrastructure Library (ITIL), Network Security, Service Delivery, Services Management, System Administration, Technical Support, Troubleshooting
• At GSK, we unite science, technology and talent to get ahead of disease together.
• GSK is a global biopharma company with a purpose to unite science, technology and talent to get ahead of disease together. We aim to positively impact the health of 2.5 billion people by the end of the decade, as a successful, growing company where people can thrive. We get ahead of disease by preventing and treating it with innovation in specialty medicines and vaccines. We focus on four therapeutic areas: respiratory, immunology and inflammation; oncology; HIV; and infectious diseases - to impact health at scale. People and patients around the world count on the medicines and vaccines we make, so we're committed to creating an environment where our people can thrive and focus on what matters most.
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