The Service Desk Agent (iOS/Mac Focus) role requires a strong understanding of Apple technologies, excellent customer service skills, and the ability to diagnose and resolve technical problems efficiently.

Responsibilities:

 * Provide First-Level Support:

   * Respond to user inquiries via phone, email, chat, or ticketing system in a timely and professional manner.

   * Log and track all support requests, ensuring accurate and detailed documentation.

   * Prioritize and manage support tickets based on severity and impact.

 * iOS Device Support:

   * Troubleshoot issues related to iOS devices, including setup, configuration, connectivity, and application issues.

   * Assist users with iOS updates, backups, and data recovery.

   * Support mobile device management (MDM) systems and policies.

   * Troubleshoot issues related to Apple ID, iCloud, and other Apple services.

 * macOS Support:

   * Troubleshoot hardware and software issues on macOS systems.

   * Assist with macOS installations, upgrades, and configuration.

   * Support common macOS applications, including productivity suites (e.g., Pages, Numbers, Keynote), email clients, and web browsers.

   * Troubleshoot network connectivity issues, including Wi-Fi and Ethernet.

   * Support peripheral devices such as printers, scanners, and external drives.

 * Software and Application Support:

   * Provide support for common applications used on iOS and macOS.

   * Assist with software installations, updates, and troubleshooting.

   * Troubleshoot compatibility issues between hardware and software.

 * Hardware Support:

   * Diagnose and resolve hardware issues related to iOS and macOS devices.

   * Coordinate hardware repairs or replacements with vendors as needed.

   * Assist with the setup and configuration of new hardware.

 * Knowledge Management:

   * Create and maintain knowledge base articles and documentation for common issues and solutions.

   * Stay up-to-date with the latest Apple technologies and best practices.

   * Contribute to the improvement of support processes and procedures.

 * Customer Service:

   * Provide excellent customer service and maintain a positive attitude.

   * Communicate technical information clearly and concisely to non-technical users.

   * Escalate complex issues to higher-level support teams as needed.

 * MDM Support:

   * Work with mobile device management systems, to enroll, configure, and troubleshoot Windows, iOS and macOS devices.

   * Enforce security policies, and deploy applications via MDM.

Required Skills and Qualifications:

 * Proven experience in a service desk or technical support role.

 * Strong knowledge of Windows, macOS and iOS operating systems and hardware.

 * Familiarity with Windows and Apple applications and services.

 * Experience with mobile device management (MDM) systems (e.g., Jamf, Intune) is highly desirable.

 * Excellent troubleshooting and problem-solving skills.

 * Strong communication and customer service skills.

 * Ability to work independently and as part of a team.

 * Ability to prioritize and manage multiple tasks.

 * Certifications related to Apple technologies (e.g., Apple Certified Support Professional) are a plus.

 * Basic networking knowledge.

 * Ability to learn new technology quickly.

Preferred Qualifications:

 * Bachelor's degree in Information Technology or a related field.

 * Experience with scripting or automation tools.

 * Experience supporting a diverse range of users.

 * ITIL framework knowledge.