IT Service Desk Analyst
- Deliver reliable IT support services to the Affinity Education Group Centre Support Office and network of Centres.
- Provide Level 1 IT support via various channels and troubleshoot hardware, software, and connectivity issues.
- Contribute to knowledge articles and continuous improvement initiatives.
This position is responsible for delivering reliable, high-quality IT support services to the Affinity Education Group (AEG) Centre Support Office (CSO) and our network of Centres.
As the first point of contact for IT support, you will play a key role in ensuring our team members stay connected, productive, and supported—helping us deliver on our mission to inspire and nurture individuals to reach their full potential.
The role:
- Provide Level 1 IT support via phone, email, ticketing system, and in person
- Log, prioritise, and resolve incidents in line with SLAs
- Troubleshoot hardware, software, and connectivity issues
- Support Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
- Manage devices and users via Intune and Azure AD / Entra ID
- Set up and maintain devices, printers, and peripherals
- Assist with onboarding/offboarding and asset management
- Escalate complex issues and liaise with vendors as required
- Contribute to knowledge articles and continuous improvement initiatives
About you:
- 2+ years’ experience in an IT helpdesk/service desk role
- Strong Microsoft 365 and Windows 10/11 support experience
- Hands-on experience with Intune and user management
- Excellent troubleshooting and problem-solving skills
- Strong communication skills with a customer-first approach
- Ability to explain technical concepts to non-technical users
- Organised, reliable, and able to manage competing priorities
Desirable:
- ITIL knowledge or certification
- Experience in multi-site or education environments
- Familiarity with ITSM tools (ServiceNow, Freshdesk, Jira, etc.)
- Exposure to PowerShell
Why work for Affinity?
Join a values-driven organisation where you can grow, collaborate, and make a real difference. At Affinity, we inspire and nurture our people to reach their full potential.
Our Safety Commitment
We are committed to an inclusive, respectful workplace and prioritise the safety, rights, and wellbeing of children, our employees, and their families.
Permanent full-time | Monday to Friday | 38 hours per week
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