ABOUT COGNITA

Cognita is a global leader in independent education. Founded in 2004, we are a growing community of 100+ schools in 17 countries - in Europe, North America, Latin America, Asia and the Middle East - serving more than 85,000 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’.
Due to internal movement 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, regular attendance at our IT Support Office in Buckingham and regular travel to our Head Office in London. Additionally, occasional visits to schools may be required. Candidates must be within a commutable distance to Buckingham.

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.

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.