Service Desk Analyst

IT SERVICE DESK ANALYST

Nord Anglia Education is the world's leading premium international schools organization. Our over 80 international schools are located in the Americas, Europe, China, South East Asia and the Middle East. Together, they educate more than 80,000 students from kindergarten through to the end of secondary education.

Although each Nord Anglia Education is unique in character and tailored to meet the needs of their specific location, all our over 14.000 employees around the world engaged in the common vision and mission.

· Our vision to shape a generation of creative and resilient global citizens that will change our world for the better.

· Our mission is to be the most forward-thinking, technology-enabled educators in the world, using our global reach and world-class teachers to create a learning experience like no other.

Most of the Nord Anglia schools benefit from our performing arts collaboration with The Juilliard School as well as our Global Campus, which offers unique global experiences for students at every age. Many of our schools will also benefit from our new approach to teaching STEAM subjects (science, technology, engineering, arts and math) through our collaboration with the Massachusetts Institute of Technology (MIT). Our goal as the leading international schools organization is to provide an education so that students can succeed academically, socially and personally.

Our schools educate students from preschool to the end of secondary education. Curricula taught in our schools include the English National Curriculum, International Baccalaureate, American Curriculum, Swiss Curriculum, French Curriculum and Shanghai National Curriculum.

JOB PURPOSE

Maintaining and Operating the IT systems and operating environments for key applications to meet the business demand.

As IT Service Desk Analyst you’ll be responsible for performing industry standard activities relating to Cloud infrastructure, Dev Ops, Cyber and Service Management. The IT Systems Analyst interacts with a wide and diverse set of stakeholders from Heads of Department, School IT Managers, Project Managers and VIPs where clear ability to explain and communicate your role and its activities are vital.

As a genuine team-player, you’ll work across our central, regional, and local Schools teams to improve cloud, development cyber and operations services.

Everything we do is connected to our vision to create a generation of resilient and creative global citizens, who will change our world for the better. Your role will impact the organisation by taking pride in supporting our systems and providing service excellence!

REPORTS TO: IT Service Desk Lead

JOB RESPONSIBILITIES

 Drive continuous improvement in infrastructure reliability and resilience

 Responsible for system development and maintenance supporting the business development.

 Responsible for incident management and other support tasks including, but not limited to, installing and upgrading application packages, implementing system changes and upgrades as required.

 Document and communicate changes according to ITIL Change Management Practices.

 Work as a “Business liaison” for Schools & Offices, gaining over time a complete understanding of the workflow and IT requirements of the school or office.

PERSONAL SPECIFICATIONS

Essential:

 Degree in computer science or a related discipline.

 Have proven experience of working with ITIL Service Management, Cloud Operations, DevOps and Cyber Security frameworks.

 Experience supporting Azure and Azure Active Directories.

 Experience managing Azure with Infrastructure as Code e.g. Terraform, ARM

 Microsoft Windows 10, MS Offices apps, MS Office 365, and be familiar with MS Tenant systems and their associated Administration Portals.

 Use automation to reduce the probability and/or impact of problem recurrence.

 Experience with scripting languages and configuration management systems (e,g. Terraform, PowerShell, Desired State Configuration) and use of CI/CD (e.g. Azure DevOps)

 Strong problem solving and analytical skills.

 Strong interpersonal and written and verbal communication skills.

 Highly adaptable to changing circumstances. Interest in continuously learning new skills and technologies.

 Have good Communication skills in both English and Mandarin.

 Have experience delivering level 1 and 2 IT support services.

 Have proven application of the duties described for the position.

 Demonstrate excellent customer service and interpersonal skills with the ability to work in a tactful, patient, and courteous manner.

 Demonstrate excellent logical, analytical, and problem-solving skills.

 Demonstrate excellent verbal and written communication in English.

 Be a team-player, be self-motivated and enthusiastic; continually striving for improvement.

Desirable:

 Experience in Power BI development and support

 Experience in SharePoint Online management

PERSONAL ATTRIBUTES

As our teammate, here’s what we expect:

 High levels of personal integrity

 Conscientious and able to focus on completing work to a consistently high standard

 Flexible and positive approach to work

 Excellent organisational and time-management skills; high attention to detail

 Ability to work to tight deadlines and able to prompt others to ensure deadlines are achieved

 Adaptable to working in a fast paced, ever-changing environment

 Ability to work under pressure and remain calm

 Proactive and willingness to take on multiple tasks

 Self-motivated and enthusiastic

 Ability to work independently

 Must be a team player, willing to help and be flexible

 Continually strive for improvement