Tier 1 IT Support Analyst — Enterprise Tech

Kronia Technologies Inc.; Greater London; Hybrid; 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 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.