EU Service Desk Analyst

Summary:

EU Service Desk Analyst opportunity with a global education group. Support IT users across Europe and the US.

About the School:

A school committed to nurturing individuality and providing a world-class education. It fosters a culture of collaboration, innovation, and global connection.

The Opportunity:

As an EU Service Desk Analyst, you will deliver high-quality IT support to colleagues, school staff, students, and parents across Europe and the US. This role is ideal for someone who is customer-focused, organized, and passionate about delivering excellent service in a dynamic, global environment.

Key Responsibilities:

• Provide 1st line IT support to end-users, managing incidents and service requests through the Group ITSM tool.
• Support the deployment, maintenance, and control of end-user devices including desktops, laptops, and tablets.
• Assist with user account management across platforms such as Active Directory, Azure, and Office 365.
• Contribute to the creation and maintenance of clear, user-friendly documentation and knowledge base articles.
• Collaborate with the European IT Service Desk Manager to ensure alignment with ITIL-aligned policies and procedures.
• Resolve IT-related issues efficiently, ensuring minimal disruption to users.
• Communicate effectively with users and IT colleagues to provide timely and accurate support.
• Maintain accurate records of all support activities and service requests.

Qualifications & Skills:

Required

• Experience in IT support and service desk environments.
• Solid understanding of user account management across platforms like Active Directory, Azure, and Office 365.
• Foundational knowledge of IT infrastructure and application support, especially within Microsoft environments.
• Strong communication and listening skills.
• Excellent organizational and time management abilities.
• Ability to identify and resolve problems efficiently.
• Commitment to delivering excellent customer service.

Preferred

• Experience with ITIL-aligned processes and procedures.
• Familiarity with ITSM tools and incident management systems.
• Experience supporting remote and diverse business units.
• Background in education or a related sector.
• Knowledge of cloud-based technologies and services.

Compensation & Benefits:

• Competitive salary up to £30k depending on qualifications and experience.
• Holiday allowance.
• School fee discount.
• Exclusive third-party discounts.
• Professional development opportunities.