Job Description – Helpline Analyst (Mac & iOS Support)
Role Summary
A growing technology organization is seeking a motivated Helpline Analyst to provide frontline technical support for Mac and iOS users. This is an excellent entry-level opportunity for candidates who are passionate about Apple products, customer support, and IT troubleshooting.
The ideal candidate may be:
- A recent graduate
- A candidate with 0–2 years of helpdesk or customer support experience
- Someone with hands-on Mac/iOS exposure through internships, projects, boot camps, or personal use
Strong communication skills, a customer-first mindset, and eagerness to learn are essential for success in this role.
Key Responsibilities
Technical Support
- Provide first-line technical support via:
- Phone
- Email
- Chat
- Troubleshoot basic:
- macOS issues
- iOS device issues
- Hardware & software problems
- Connectivity issues
Incident & Ticket Management
- Log, update, and track incidents using ticketing systems such as:
- ServiceNow
- Escalate unresolved issues to Tier 2 or relevant support teams
- Follow support workflows, SLAs, and escalation procedures
Customer Service & Communication
- Deliver professional and customer-focused support
- Communicate technical issues clearly to end users
- Document troubleshooting steps and solutions accurately
Learning & Collaboration
- Work closely with senior support engineers and team members
- Learn IT support best practices and troubleshooting techniques
- Continuously improve technical and customer support skills
Required Qualifications
- 0–2 years of experience in:
- Technical Support
- Helpdesk Support
- Customer Service
- IT Support roles
- Basic troubleshooting knowledge of:
- macOS
- iOS devices
- Strong verbal and written communication skills
- Good time management and organizational abilities
- Strong willingness to learn and grow in IT support
- Comfortable working in a fast-paced support environment
- Ability to work onsite 5 days a week
Preferred Qualifications
- Bachelor's degree in:
- Computer Science
- Information Technology
- Related field
- Technical boot camp or support certification program
- Apple Certified Support Professional certification
- CompTIA A+ certification
- Cisco CCNA certification
- Familiarity with ITIL concepts:
- Incident Management
- Problem Management
- Change Management
- Experience with ServiceNow or other ticketing systems
Key Skills
- macOS Troubleshooting
- iOS Support
- Helpdesk Support
- Technical Support
- ServiceNow / Ticketing Systems
- Customer Service
- Incident Management
- Problem Solving
- Communication Skills
