Description
The Mac & Executive Experience Analyst combines deep specialist ownership of the enterprise Mac experience with high-touch, end-to-end technology support for GSK's most senior leaders.
In this role you will:
- Provide day-to-day, high-touch technology support to GSK senior leaders and their offices, covering Mac devices, mobile, collaboration tooling, identity, access and the applications they depend on.
- Act as the subject matter expert for the Mac estate, covering macOS, Apple device management and the Apple applications GSK relies on, providing the technical depth that generalist support and site teams escalate to.
- Maintain deep specialist knowledge of macOS, Apple device management and the Apple ecosystem, and act as the reference point for Mac questions across the function.
- Resolve complex escalated issues, working through to root cause rather than applying a temporary fix.
- Use device health, experience scores and telemetry to identify problems proactively and address them before users report them.
- Identify recurring issues and patterns across the estate, and take them to the platform and product teams so they are fixed at source.
- Support the experience of senior leaders where specialist knowledge is needed, working with the Global Executive Support team.
- Contribute to testing and validation of operating system updates, application releases and configuration changes before they reach the estate.
- Produce and maintain knowledge articles, guidance and runbooks so that support teams can resolve more issues without escalation.
- Support adoption of new capability, including AI tooling, by explaining how it works in practice and where it does not.
- Contribute to the experience backlog held by the Snr. Product Owner, Experience Platform, bringing evidence of what is affecting users.
- Work with the EUC and Mobile Device Management platform teams on configuration, packaging and deployment questions within the specialism.
- Use automation and AI assisted tooling to reduce repetitive diagnostic and remediation work.
Basic Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
- Significant experience in end user computing, technology support or endpoint engineering roles with a Mac focus.
- Deep hands-on expertise in macOS, Apple device management and enterprise Mac deployment.
- Experience resolving complex escalated issues through to root cause.
- Experience using device health, experience scores or endpoint telemetry to identify issues proactively.
- Experience testing operating system and application releases before deployment to an estate.
- Experience writing knowledge articles and guidance used by other support teams.
- Familiarity with automation and AI assisted tooling applied to diagnostics and remediation.
Preferred Skills:
- Apple Certifications, Apple device management, endpoint management, or related Apple certifications.
- ITIL or Service Management Qualification.
- Automation & AI Tooling Experience.
- Executive Support Exposure.
- Strong Technical Documentation & Communication Skills.