Service Desk Analyst (London)

Kronia Technologies Inc.; Greater London; On-site; GBP 24,000 - 32,000; Full time

Job summary

Kronia Technologies Inc. is seeking a Tier 1 Service Desk Analyst to join a growing IT operations team delivering high-quality technical support across enterprise environments.

You will be the first point of contact for end users, resolving common hardware/software issues and ensuring an excellent customer experience. This role suits an early-career IT professional with a customer-service mindset and eagerness to learn.

Qualifications

• 0–2 years IT support or service desk experience.
• Basic Google Workspace administration knowledge.
• Familiarity with macOS and Windows 10/11.
• Experience with Jamf Pro and/or Microsoft Intune a plus.
• Basic identity/access management understanding.
• Networking fundamentals and VPN troubleshooting.
• Familiarity with ITSM tools like Zendesk.
• Strong customer service and communication skills.
• Analytical and problem-solving abilities.
• Good organizational skills and attention to detail.
• Eagerness to learn enterprise IT technologies.

Responsibilities

• Serve as first point of contact for IT support via ticketing, phone, email, or chat.
• Troubleshoot and resolve Tier 1 hardware, software, and account issues.
• Support Google Workspace components: Gmail, Drive, Calendar, Docs, Sheets.
• Assist with user account administration, password resets, and access requests.
• Configure macOS and Windows devices per established procedures.
• Assist with device enrollment/management using Jamf Pro and Intune.
• Support onboarding and offboarding activities (hardware/software/services).
• Escalate complex issues to Tier 2/3 when needed.
• Document incidents, resolutions, and steps in the service portal.
• Maintain accurate asset and ticket records; meet SLAs.

Skills

Google Workspace

Jamf Pro

Microsoft Intune

macOS

Windows 10/11

ITSM Tools

Zendesk

Customer Service

Communication

Problem Solving

Attention to Detail

Tools

Zendesk

Job description

Kronia® is looking for a Tier 1 Service Desk Analyst to join a growing IT operations team responsible for delivering high-quality technical support across modern enterprise environments.
The ideal candidate will serve as the first point of contact for end users, providing technical assistance, resolving common hardware and software issues, and ensuring an excellent customer support experience. This role is ideal for an early-career IT professional with a strong customer-service mindset, eagerness to learn, and interest in supporting enterprise technologies such as Google Workspace, Jamf, Intune, macOS, and Windows environments.
You will work closely with Tier 2/Tier 3 support teams, systems administrators, and security teams to resolve incidents, escalad complex issues when appropriate, and contribute to efficient IT service delivery.

You’ll be doing:

• Serve as the first point of contact for IT support requests via ticketing system, phone, email, or chat.
• Troubleshoot and resolve Tier 1 hardware, software, application, and account-related issues.
• Support users with common issues involving Google Workspace, including Gmail, Google Drive, Calendar, Docs, and Sheets.
• Assist with basic user account administration, password resets, group membership, and access requests.
• Configure and provision macOS and Windows devices following established procedures.
• Assist with device enrollment and management using Jamf Pro and Microsoft Intune.
• Support onboarding activities, including hardware setup, software installation, and user account configuration.
• Assist with employee offboarding activities, including account deactivation and equipment collection.
• Escalate complex technical issues to Tier 2 or Tier 3 support teams when appropriate.
• Document incidents, resolutions, and troubleshooting steps within the service management platform.
• Maintain accurate asset and ticket records while following established IT support processes.
• Deliver outstanding customer service while meeting service level agreements (SLAs).

The skills you bring:

• 0–2 years of experience in IT support, Help Desk, Service Desk, or a related technical support role.
• Basic knowledge of Google Workspace administration and end-user support.
• Familiarity with macOS and Windows 10/11 operating systems.
• Exposure to endpoint management tools such as Jamf Pro and/or Microsoft Intune is a plus.
• Basic understanding of user account management, identity, and access concepts.
• Familiarity with networking fundamentals, VPN connectivity, and basic troubleshooting techniques.
• Experience using or willingness to learn ticketing platforms such as Zendesk or similar ITSM tools.
• Strong customer service orientation and excellent communication skills.
• Strong analytical and problem-solving abilities.
• Excellent organizational skills and attention to detail.
• Eagerness to learn new technologies and grow within an enterprise IT environment.

Nice to Have:

• Google Workspace, Jamf, Microsoft, or CompTIA certifications (or currently pursuing them).
• Exposure to Mobile Device Management (MDM) solutions.
• Basic scripting knowledge (Bash or PowerShell).
• Familiarity with ITIL or IT Service Management concepts.
• On-site office environment, 5 days per week.
• Work location will be split between two office locations based on business needs, with the schedule and assigned days to be defined in preparation for the week.
• Participation in on-call support rotations outside regular business hours may be required.
• Opportunity for professional growth through mentorship from Tier 2/Tier 3 engineers and hands-on experience with enterprise technologies.

Additional Information

At Kronia®, we believe in building more than just careers; we build experiences that empower people to grow, shine, and do meaningful work.
We offer a mix of growth opportunities, flexibility, cultural connection, and purpose because we know that when our people thrive, so do our solutions.

You’ll find:

• A team that celebrates diversity, creativity, and shared success.
• Opportunities to grow professionally through real challenges, close mentorship, and exposure to international projects.
• A leadership style that is transparent, agile, and human, we care about your voice and your career journey.
• A high-retention environment, where people stay and grow with us.

Our Mission

To drive digital transformation through tailored, high-impact technology solutions while building a global community where people feel seen, heard, and valued.

We thrive by

• Excellence & Innovation: We don’t just deliver, we challenge, imagine, and build smarter.
• Collaboration & Trust: We work closely with each other and with our clients. We show up, we listen, and we co‑create.
• Long‑Term Relationships: With our client, team, or a partnership, we’re in it for the long run.
• Agility with Purpose: Our startup culture makes us agile, adaptable, and bold.
• Global Culture: We embrace diversity in everything we do.

Beyond the Job Description

At Kronia®, we know it’s rare for someone to meet 100% of the requirements listed in a job posting.
What truly matters to us is your mindset, your willingness to learn, and your drive to grow.