EU Service Desk Analyst

Kingscourt; Greater London; Hybrid; GBP 23,000 - 28,000; Full time

Job summary

A global education group is seeking an experienced EU Service Desk Analyst to join their European IT team. The role offers hybrid working, combining remote work and travel to the London Head Office. Responsibilities include providing high-quality IT support, managing incidents through an ITSM tool, and contributing to knowledge base documentation. The ideal candidate should have IT support experience, skills in user account management, and a commitment to excellent customer service. Competitive salary up to £28k based on qualifications and experience.

Benefits

up to £28k salary

Holiday Allowance

School fee discount

Exclusive third-party discounts

Professional Development

Qualifications

• Experience in service desk environments.
• Foundational knowledge of IT infrastructure.
• Ability to manage and resolve incidents.

Responsibilities

• Deliver 1st line IT support across operations.
• Manage incidents and service requests through ITSM tool.
• Provide support for end-user devices and documentation.

Skills

IT support experience

User account management

Strong communication skills

Problem-solving skills

Time management

Tools

Active Directory

Azure

Office 365

Job description

About Cognita

Cognita is a global leader in independent education. Founded in 2004, we are a growing community of 100+ schools in 21 countries - in Europe, North America, Latin America, Asia and the Middle East - serving more than 100,000 students. Each of our schools are proudly unique, however our collective purpose is to create an environment where everyone can, ‘Thrive in a rapidly evolving world’.

We now have an exciting opportunity for an experienced EU Service Desk Analyst to join our fantastic team. This role benefits from a hybrid working arrangement, combining remote working from home, along with travel to our Head Office in London and UK schools.

About the role

We’re seeking a motivated and customer-focused Service Desk Analyst to join our European IT team, working closely with the European IT Service Desk Manager to deliver high-quality 1st line IT support across our operations in Europe and the US. In this role, you’ll be responsible for supporting Cognita colleagues, school staff, students, and parents by managing incidents and service requests through our Group ITSM tool, in line with ITIL-aligned policies and procedures. You’ll provide hands‑on support for end‑user devices such as desktops, laptops, and tablets, ensuring hardware and software are effectively deployed, maintained, and controlled. Additionally, you’ll contribute to the creation and maintenance of clear, user‑friendly documentation and knowledge base articles to support both IT users and colleagues. This is a great opportunity to be part of a collaborative team where your work directly supports the success of a global education group.

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Who we are looking for

We are looking for an individual with experience in IT support and service desk environments, who possesses a solid understanding of user account management and administration across platforms such as Active Directory, Azure, and Office 365. The ideal candidate will have a foundational knowledge of IT infrastructure and application support, particularly within Microsoft environments. Strong communication skills, active listening, and effective organization are essential, along with the ability to identify and resolve problems efficiently. Time management and a commitment to delivering excellent customer service are key, especially when supporting diverse and remote business units across multiple regions.

Benefits at Cognita

• up to £28k depending upon qualifications and experience
• Holiday Allowance
• School fee discount
• Exclusive third‑party discounts
• Professional Development

How to Apply

Complete this application before the closing date. The Closing Date for Applications is: Sunday 28th December 2025

Cognita Schools is committed to safeguarding and promoting the welfare of children and young people. We expect all staff and volunteers to share this commitment. All appointments are subject to safer recruitment checks, including an enhanced DBS check. Our Safeguarding and Child Protection Policy is available on the school website. Details on Recruitment of Ex-Offenders is included within the Application Guidance.

We are an equal opportunities employer committed to diversity and treating all employees with dignity and respect regardless of background.

Early applications are encouraged, we reserve the right to interview and appoint prior to the closing date for the right applicant.