IT Service Desk Analyst

Job Description:

Service Desk & End-User Support (c. 50%)

• Act as a first point of contact for IT support via the service portal, email, phone, Teams and walk-up, communicating clearly.
• Log, categorise, prioritise and diagnose incidents and service requests in the ITSM tool, resolving at first contact where possible and escalating to 2nd/3rd line teams or vendors with complete information.
• Own assigned tickets through to resolution within agreed SLAs, keeping users informed and confirming closure.
• Provide 1st and 2nd line support for Windows and macOS devices, iOS/iPad OS mobile devices, printers, meeting room/AV equipment and Microsoft 365 applications.
• Identify recurring issues and raise them for problem management; follow change management procedures for any change to live systems.
• Create and maintain knowledge base article sand self-service guides to increase self-service and first-contact resolution.
• Produce the monthly service desk report(ticket volumes, SLA attainment, user satisfaction and trends) and recommend improvements.

Security & Access Management (c. 10%)

• Manage joiner, mover and leaver processes, including account creation, access changes, MFA enrolment and timely removal of access.
• Ensure devices are enrolled, patched, encrypted and compliant with security baselines, and follow up non-compliant devices.
• Triage reported phishing and suspicious activity, escalate security incidents promptly, and promote good security habits among staff.
• Handle personal data, including any relating to students and children, in line with information security, data protection(e.g. PDPA) and safeguarding policies.

Infrastructure & Systems Support (c. 15%)

• Assist the IT Manager and infrastructure team to identify and resolve system issues and risks.
• Collaborate with the Group IT team to ensure smooth and reliable operation of software and systems that support business objectives and processes.
• Create and maintain documentation covering system configuration, process and operations records.
• Monitor system performance and capacity using agreed tools, and provide system statistics and reports.
• Monitor daily backup jobs, investigate failures and carry out periodic test restores in line with business requirements.

Key Systems & Platforms

The IT Service Desk Analyst will support, or assist the infrastructure team with, the following:

• End-user: Microsoft 365 (Exchange Online, SharePoint, Teams, OneDrive), Entra ID / Active Directory, Intune /Configuration Manager, endpoint protection, Windows, macOS and iOS.
• Infrastructure: VMware, Veeam, Windows Server, Nutanix
• Support the application teams with procurement, provisioning and configuration.

Asset Management (c.10%)

• Maintain an accurate register of all IT equipment and software licences, including periodic audits.
• Support device lifecycle management, including deployment, renewal, secure data wiping and environmentally responsible disposal of retired equipment.

Procurement & Supplier Coordination (c.5%)

• Raise and track IT purchase requests and supplier payments in D365 for the IT and infrastructure teams.

Staff Training & Onboarding (c. 5%)

• Onboard new starters on IT systems, produce user guides, and identify and respond to staff IT training needs.

Event Support (c. 5%)

• Work with administration and business teams to set up and support AV and technical needs for meetings and events, including occasional out-of-hours cover.
• Measures of Success
• SLA attainment for incident response and resolution.
• First-contact resolution rate.
• User satisfaction (CSAT) scores.
• Ticket backlog and ageing.
• Asset register accuracy, verified through periodic audits.
• Knowledge base articles created or updated.

Others

• Adhere to company policies and protocols.
• Coordinate with vendors, manufacturers and other support teams on hardware break-fix, warranty claims and spares.

Skill & Experience:

• At least 2 years' experience in an IT service desk, desktop support or end-user support role.
• Hands-on experience supporting Windows and macOS devices and Microsoft 365 in a business environment.
• Working knowledge of ITSM ticketing tools and service desk processes (incidents, service requests, escalation, SLAs).
• Clear, patient, customer-focused communication, able to explain technical issues to non-technical users.
• Strong initiative, integrity and good judgment, including when handling confidential information.
• A structured, logical approach to troubleshooting, including in unfamiliar situations.
• Able to prioritise and manage multiple tickets and tasks at once.

Desirable

• Experience with Intune / Configuration Manager, Entra ID / Active Directory and Apple device management (e.g. Jamf).
• Exposure to server, virtualisation and backup environments (Windows Server, VMware, Veeam, Nutanix).
• Understanding of security fundamentals: MFA, patching, endpoint protection and phishing awareness.
• Relevant certifications, such as ITIL 4 Foundation, Microsoft 365 Endpoint Administrator (MD-102), CompTIA A+/Network+ or Apple certifications.
• Experience in an education or multi-site international organisation.