IT Helpdesk & Support

The IT Helpdesk & Support role keeps the people behind Mable and HomeMade productive, secure and connected, while helping transform how IT support is delivered across our brands. Alongside providing responsive Level 1 and 2 support, you’ll help the team pursue three goals: eliminating issues through proactive maintenance and self-service; automating routine service requests such as onboarding, offboarding, and access changes; and using AI to increase our capacity for planned project work and initiatives.

Key Responsibilities:

Deliver Great Support

• Take ownership of support requests from start to finish for staff across Mable and HomeMade, whether in person or remotely, ensuring each is resolved efficiently and effectively.
• Troubleshoot and investigate issues, escalating to other teams, squads or third-party vendors when needed.
• Administer and support our core SaaS and collaboration platforms, including Google Workspace, JumpCloud, Slack, Atlassian and Zoom.
• Support telephony and contact centre services (Zoom Contact Center), including user setup, basic queue and configuration changes.
• Support information security controls by maintaining accurate access and asset records, participating in periodic access reviews, following team procedures, and promoting good security practices with staff.

Eliminate Incidents & Issues

• Keep laptops and devices up to date, patched and protected through endpoint management, so issues are prevented before they reach staff.
• Participate in incident management, problem resolution and root cause analysis, with a focus on fixing underlying causes rather than symptoms.
• Create and maintain knowledge base articles and self-help content that let staff resolve common issues themselves.
• Use incident trends to identify recurring issues and recommend permanent fixes.

Automate Service Requests

• Manage the identity and access lifecycle (onboarding, offboarding and access changes), and help design, build and maintain automated workflows that fulfil these requests with minimal manual effort.
• Manage the IT asset lifecycle (provisioning, refresh and retirement), using automation to keep asset records accurate and processes consistent.
• Streamline software and application deployment through automated, policy-based delivery.
• Document procedures for both manual and automated processes so they’re repeatable and auditable.

AI Assisted IT Work

• Use AI tools to speed up troubleshooting, documentation, scripting and analysis, increasing the team’s capacity for planned project work.
• Identify opportunities to apply AI and automation to support processes, and help test and adopt new tooling.
• Participate in planning, executing and delivering key projects and initiatives as needed.

Skills, Knowledge and Experience

• 2-3 years’ experience in an IT support or service desk role across Level 1 and Level 2.
• Hands-on administration of a cloud identity and productivity platform (Google Workspace or Microsoft 365/Entra ID), including user lifecycle, groups, MFA and SSO.
• Experience with endpoint or mobile device management (e.g. JumpCloud, Intune, Jamf) across macOS and Windows, including patching and policy compliance.
• Experience using an ITSM tool (e.g. Jira Service Management, ServiceNow, Freshservice) and working to ITIL-aligned practices for incidents, requests, problems and changes.
• Sound troubleshooting across laptops, peripherals, SaaS applications and basic networking
• A demonstrated aptitude for automation: you look for ways to remove repetitive work, and can point to something you’ve streamlined or automated.
• Practical use of AI tools (e.g. Claude, ChatGPT, Copilot) to work faster, and a genuine interest in applying them to IT work.
• Clear written communication, including documentation and self-help content for non-technical users.
• A strong customer-service mindset and the ability to manage competing priorities with minimal supervision.
• A good understanding of security fundamentals such as access control, least privilege, phishing awareness and safe data handling.

Desirable:

• Google Workspace and/or JumpCloud administration.
• Atlassian administration (Jira Service Management, Confluence), including request types, portals and knowledge bases.
• Experience with Zoom Phone, Zoom Contact Center or other cloud telephony.
• A relevant qualification, such as a Certificate III/IV in IT or a degree, or certifications such as ITIL 4 Foundation, CompTIA A+/Network+ or vendor certifications.