Job Specifications
Contract: Full-time, permanent, 35 hours per week (on-site)
Location: 30 Bedford Square, London, WC1B 3EE
Reports to: Director of IT Service Management
Salary: PS48,500 per annum
BrandEd
BrandEd partners with prestigious companies to deliver relevant, experiential learning programs taught by industry experts from the world s best brands. The BrandEd portfolio currently includes Sotheby s Institute of Art, The School of The New York Times, Vogue College of Fashion, Manchester City Sports Business School and WIRED Education. Our academic programs range from pre-college to master s degrees with campuses in New York, London, Madrid and Online, and partnerships in Seoul and Beijing.
Job Purpose
Reporting to the Director of IT Service Management, the Senior IT Support Analyst is a key member of the Global IT Service Management team and will take a lead role in all aspects of IT support across BrandEd, helping to ensure that the services provided by IT are effectively managed.
The position requires a high standard of professional conduct and the ability to build and maintain positive, professional relationships, and a collaborative approach to working with colleagues. The role requires excellent communication, teamwork, and a commitment to maintaining a productive work environment that upholds organisational values and objectives.
Duties and Key Responsibilities
The Senior IT Support Analyst, with support from other IT colleagues and the Infrastructure and Development team, will take the lead in managing the timely resolution of issues related to standard enterprise software applications and various custom web applications, desktop hardware, network and sever infrastructure components. In addition to the tasks and activities listed below, this person will be expected to take a lead role in Global IT projects ensuring that best practices are followed from planning through to implementation.
Specific duties and responsibilities include the following, but the individual will also be expected to perform all the necessary duties which are customarily performed by a person holding this position, and other duties may be assigned:
Team Management
Line manage team members and supervise the daily operations of the London IT Service Desk, ensuring the effective delivery of technical support.
Key responsibilities include workload distribution, providing guidance and daily supervision to the team, and maintaining clear and effective communication with users.
Additional, responsibilities include monitoring team performance and promoting high service standards to improve productivity and enhance customer satisfaction
Case Management
Manage and resolve IT Service Management (ITSM) requests within the organisation's ticketing system, ensuring timely and accurate documentation.
Maintain clear and consistent communication with end users, providing updates and guidance in non-technical terms to ensure a positive support experience.
Follow up on open issues to ensure resolution and user satisfaction.
Adhere to and enforce organisational policies and procedures related to the appropriate use of technology and IT resources.
Infrastructure Support
Provide technical support and troubleshooting for LAN and wireless network devices, including switches, routers, firewalls, and wireless access points. Manage Wi-Fi environment and collaborate with IT Infrastructure team to implement network changes and support infrastructure upgrades.
End-User Support
Lead the delivery of technical support in London, ensuring timely and effective resolution of technical issues.
Oversee the diagnosis, research, and documentation of solutions for a wide range of IT tasks.
Manage and prioritise support requests to optimise efficiency and service quality.
Supervise the deployment, configuration, and maintenance of user devices, software applications, and peripheral equipment, including classroom audio/video systems.
Drive continuous improvement in end-user support by helping to implement best practices and enhance troubleshooting processes.
Flexible working
Supporting after hours and weekend events may be required.
Multi-site support is also required with the ability to respond at short notice.
Person Specification
The individual must demonstrate the ability to perform all essential duties to a high standard. The following qualifications, knowledge, and skills are required:
Leadership
Proven experience in IT leadership and service management.
Experience in performance monitoring and setting objectives.
Technical Expertise
Comprehensive understanding of commonly used concepts, practices, and procedures within the IT field.
Advanced troubleshooting experience with web applications and related technologies.
Excellent knowledge and experience of Microsoft 365, Windows 11, Mac OS and Active Directory.
Experience with Azure AD, Intune, Group Policy & SharePoint.
Proficiency in installing and configuring Windows operating systems
About the Company
Branded powers the marketing efforts of top brands around the world through expert guidance and a broad array of high quality products and services. Our clients include many of the most recognizable universities, sports teams, retailers, auto manufacturers, non-profits, public and private companies, and award-winning marketing agencies.
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