Mac Experience Analyst in England

At GSK, we unite science, technology and talent to get ahead of disease together. We are a global biopharma company with a special purpose - to unite science, technology and talent to get ahead of disease together. We're proud to be leading a healthcare revolution, and we're looking for people who can help us deliver on our ambition.

Role Overview

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. The role is the trusted point of contact for GSK's most senior leaders, while also serving as a subject matter expert for macOS, Apple device management and the Apple applications GSK executives rely on.

The role resolves complex and time-critical issues with minimal disruption, retains ownership across team boundaries, and uses device health, experience data and recurring incident patterns to prevent problems and improve the platform at source. It operates as part of the globally distributed Executive Support service and partners closely with endpoint, mobile, collaboration and experience platform teams.

The role supports the shift toward proactive workplace operations. Rather than waiting for issues to be reported, it uses device health and experience data to find and fix problems early, and feeds recurring patterns back to the platform and product teams so they are resolved at source.

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 accelerate 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 are specifically identified as desirable.
• ITIL or Service Management Qualification, ITIL or equivalent service management certification.
• Automation & AI Tooling Experience, familiarity with automation and AI-assisted tooling for device diagnostics, remediation, and operational efficiency.
• Executive Support Exposure, experience supporting C-suite leaders and working alongside executive support teams in high-visibility environments.
• Strong Technical Documentation & Communication Skills, ability to create clear guidance, runbooks, and knowledge content while effectively communicating technical issues to both technical and non-technical audiences.
• Microsoft 365 (Teams, SharePoint, OneDrive)
• Endpoint management (Intune, SCCM, Jamf)
• Identity and access management (Entra ID/Azure AD, conditional access, Zero Trust)

Other Job-Related Skills/Background:

• Deep technical expertise in the specialism, with genuine curiosity about how it works.
• Strong diagnostic skills, able to work methodically from symptom to root cause.
• Clear written communication, able to produce guidance others can follow.
• A user-centred outlook, judging success by whether the experience improved rather than whether the ticket closed.
• Willingness to elevate a pattern instead of applying the same workaround again.

Closing Date for Applications: Sunday 1st November 2026 (COB)

GSK is an Equal Opportunity Employer. This ensures that all qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), military service or any basis prohibited under federal, state or local law.

We believe in an agile working culture for all our roles. If flexibility is important to you, we encourage you to explore with our hiring team what the opportunities are.