Service Desk Engineer: Apple & Microsoft Tech Support Pro

Jigsaw24; Mansfield; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

26 days holiday

Health cover

Cycle2work

Travel to work loan

Free on-site parking

Staff purchase scheme

Coffee & tea facilities

Enhanced family-friendly policies

Pension scheme

Electric Vehicle scheme

Life cover

Job summary

Jigsaw24 in Mansfield, England is seeking a Service Desk Engineer to be the first point of contact for our Managed Services customers. You will diagnose and resolve incidents across Apple, Microsoft, and Android platforms, delivering high-quality support via phone, email and live chat.

You will work under the Service Desk Manager, focusing on rapid first-contact resolution within SLAs, contributing to knowledge base, and collaborating with resolver teams to ensure timely outcomes.

Qualifications

• Experience handling incidents or requests within an ITSM toolset (e.g., ServiceNow).
• Experience with Jamf Pro and/or Jamf School for device management.
• Troubleshooting macOS and iOS hardware/software issues.
• Troubleshooting Windows 10/11 hardware/software issues.
• Experience with Active Directory (Azure and On-Prem) and Microsoft 365.
• Experience with Microsoft Intune for device enrollment and app deployment.

Responsibilities

• Handle incidents and requests per ITIL-based Case Management Process.
• Ensure SLA compliance for acknowledged and responded incidents.
• Communicate clearly with customers, setting expectations and timelines.
• Maintain knowledge base and contribute new articles.
• Escalate incidents to internal or external resolver teams as needed.
• Aim for first-time fixes wherever possible.

Skills

Customer Service Excellence

Incident & Request Management

Apple Device Management

macOS Troubleshooting

Windows Troubleshooting

Microsoft Systems

Intune Management

ServiceNow

Jamf Pro

Tools

ServiceNow

Jamf Pro

Job description

Jigsaw24 in Mansfield, England is seeking a Service Desk Engineer to be the first point of contact for our Managed Services customers. You will diagnose and resolve incidents across Apple, Microsoft, and Android platforms, delivering high-quality support via phone, email and live chat.

You will work under the Service Desk Manager, focusing on rapid first-contact resolution within SLAs, contributing to knowledge base, and collaborating with resolver teams to ensure timely outcomes.