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.