It Support Specialist

Description:

We are looking for an experienced IT Support Specialist to join a high-profile end-user support team based in Central London. This is a fully onsite role supporting Apple devices and providing exceptional technical support to employees and contractors.

Key Responsibilities

• Provide face-to-face technical support to end users.
• Troubleshoot and resolve hardware and software issues on Apple devices.
• Support macOS, iPhones, iPads, Apple Watch, and Apple TV.
• Log, track, and manage incidents through the ITSM/ticketing system.
• Own support tickets from initial contact through to resolution.
• Escalate complex technical issues to appropriate resolver groups.
• Deliver excellent customer service while maintaining high CSAT scores.
• Assist users with networking, connectivity, and device-related issues.
• Maintain accurate documentation and knowledge base articles.
• Work effectively within a fast-paced enterprise support environment.

Mandatory Skills

• 8+ years of overall IT experience.