The Role

About Cognita

Cognita is an extraordinary family of diverse yet connected schools, spanning thirteen different countries. We share one common purpose: to create an inspiring world of education that builds self-belief and empowers individuals to succeed. A global leader in independent education with over 100 schools in Europe, Latin America, North America, Middle East and Asia, we offer excellent professional development as well as outstanding networking and career opportunities.

About the role

You will be part of a team of Service Desk Analysts working closely with the IT Service Desk Manager in delivering quality 1st line IT services and associated support to our businesses across Europe. Responsible for the delivery of 1st line IT Support to all Cognita European businesses (primarily Cognita colleagues and school staff, students and parents) using the Group ITSM tool and following IT policies, processes, procedures and standards as deployed, aligned within the ITIL framework.

You will be supporting end user devices (Desktops, laptops and tablets) including management of hardware and software to ensure they are deployed, controlled and maintained effectively. Creating and updating support documentation used by both IT users and IT colleagues including procedures and knowledge base articles.

This role will enjoy hybrid working, splitting time between home and the IT Support Office, with occasional travel to provide hands-on support at schools / business locations.

What you will be doing:

• Accurately registering, prioritising, and classifying, of all requests in the IT Service Management system, from multiple channels.
• Identifying, triaging, and resolving / escalating all IT support requests that come through the Service Desk, with efficient resolution of 1st line IT work within agreed SLAs utilising the ITSM tool.
• Carrying out initial diagnosis of incidents to ensure that they can be progressed quickly and accurately.
• Ensuring all incidents and service requests are responded to and managed within SLA timescales.
• Providing remote technical diagnosis and fault resolution.
• Ensuring Service Desk communications and notifications for service outages are sent to IT users, liaising with suppliers and colleagues in the IT department as appropriate.
• Remotely installing and configuring approved computer hardware and licenced software, following agreed policies and procedures.

Who we are looking for:

• Good working knowledge of user account management and administration (AD, Azure, O365)
• Basic/Good understanding of IT Infrastructure & Applications Support
• Excellent interpersonal skills and the ability to interact effectively & professionally with people at all levels of an organisation
• Experience of working in the education or similar sector is preferable, experience of Customer Service is essential.
• Problem identification and resolution
• Strong time management
• Awareness of Cyber Security is desirable

Benefits at Cognita

• Competitive salary depending upon qualifications and experience
• 25 Days Annual Leave + Bank Holidays
• Free parking on site (subject to availability)
• School fee discount
• Exclusive third-party discounts
• Professional Development