IT Service Desk Technician – Tier 1/2 Support (London)

About the role

Insight Global is looking for an IT Service Desk Technician (Tier 1/2) to join the UK office. You will be the first point of contact for all IT needs, providing fast, friendly support in a dynamic SaaS environment.

Key responsibilities

• Deliver Tier 1/2 technical support for hardware, software and SaaS applications.
• Troubleshoot macOS devices, peripherals and networking issues.
• Manage core tools such as Google Workspace, Okta, Slack, Atlassian (Jira, Confluence) and 1Password/LastPass.
• Own and resolve support tickets in Jira, ensuring clear communication and timely closure.
• Support onboarding and off‑boarding processes, including device provisioning and account setup.
• Assist with identity and access management (SSO, MFA, group permissions).
• Provide AV support for office and company meetings.
• Contribute to documentation, knowledge‑base articles and process improvements.

Required profile

• Proven experience in an IT Service Desk or support role (Tier 1/2).
• Strong background supporting a macOS‑first environment.
• Warm, personable and approachable attitude.
• Familiarity with basic networking concepts (Wi‑Fi, VPN, DNS).

Required skills

• macOS
• JAMF (MDM/device management)
• Okta (SSO/identity)
• Slack
• Google Workspace
• Atlassian Jira
• Atlassian Confluence
• 1Password or LastPass
• Wi‑Fi, VPN, DNS
• SSO, MFA
• Bash scripting
• Python scripting

What we offer

• Inside IR35 contract for an initial 6‑month period with strong potential for extension or conversion.
• Full‑time onsite role in a modern London office.
• Opportunity to work closely with a global IT team and influence process improvements.