IT Service Desk Technician

Insight Global is seeking an IT Service Desk Technician (Tier 1/2) to support the UK office as an additional IT presence. This role is critical in delivering high-quality, scalable support in a fast-paced, SaaS-driven environment. You’ll be the front line for IT needs in the office, troubleshooting issues, supporting onboarding/offboarding, configuring laptops (primarily Mac), managing AV for meetings, and improving IT processes.

You’ll work closely with a global IT team and have autonomy to drive improvements and deliver excellent customer service.

Please note, this is an Inside IR35 contract starting at 6 months with strong possibiliuty for extensions or conversion. This position requires you to be on-site 5 days a week out of the office in London.

• Provide Tier 1/2 technical support for hardware, software, and SaaS applications
• Troubleshoot issues across a Mac-first environment (macOS, peripherals, networking)
• Support and manage core tools:
  Google Workspace, Okta, Slack, Atlassian (Jira, Confluence), 1
  
  Password, JAMF
• Own and manage support tickets through Jira, ensuring timely resolution and clear communication
• Support new hire onboarding and offboarding (device provisioning, shipping/receiving, account setup)
• Assist with identity and access management (SSO, MFA, group permissions)
• Partner with cross-functional teams to resolve issues and improve workflows
• Contribute to documentation and knowledge base articles to scale support
• Identify recurring issues and proactively suggest automation or process improvements
• Support AV needs for all office and company meetings

• Experience in an IT Service Desk / Support role (Tier 1/2)
• Strong experience supporting macOS environments (95% Mac shop)
• Warm, bubbly, personable, and approachable!!
• Experience supporting hardware, software, and SaaS applications
• Familiarity with networking fundamentals (Wi-Fi, VPN, DNS)
• JAMF (MDM/device management)
• Okta (SSO/identity)
• Slack
• Google Workspace
• 1
  
  Password or Last Pass

• Experience in a startup or high-growth tech environment
• Exposure to automation tools or scripting (Bash, Python, etc.)
• Experience improving support processes or documentation