Service Desk Analyst
Listed on 2025-12-01
-
IT/Tech
Systems Administrator, IT Support, IT Consultant, Technical Support
Service Desk Analyst – Nord Anglia Education
Job
• Regional Office (Americas)
• Full-time
Date Posted: 14 Oct 2025
•
Location:
Miami, US
Nord Anglia Education is the world's leading premium international schools organization, operating over 80 schools in the Americas, Europe, China, South‑East Asia, and the Middle East. We educate more than 80,000 students from kindergarten through secondary education.
Our vision is to shape a generation of creative and resilient global citizens who will change the 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.
Job PurposeMaintaining and operating the IT systems and operating environments for key applications to meet business demand.
Job Responsibilities- Drive continuous improvement in infrastructure reliability and resilience.
- Perform system development and maintenance supporting business development.
- Manage incident resolution and support tasks, including installing and upgrading application packages and implementing system changes.
- Document and communicate changes according to ITIL Change Management Practices.
- Act as a “Business liaison” for Schools & Offices, gaining a complete understanding of workflow and IT requirements.
IT Service Desk Lead
Personal Specifications – Essential- Degree in computer science or a related discipline.
- Proven experience with ITIL Service Management, Cloud Operations, Dev Ops, and Cyber Security frameworks.
- Experience supporting Azure and Azure Active Directories.
- Experience managing Azure with Infrastructure-as-Code (e.g., Terraform, ARM templates).
- Proficiency with Microsoft Windows 10, Microsoft Office 365, and tenant administration.
- Automation skills to reduce problem recurrence.
- Experience with scripting languages and configuration management systems (Terraform, Power Shell, Desired State Configuration) and CI/CD (Azure Dev Ops).
- Strong problem‑solving, analytical, and communication skills.
- Adaptable, continuous learner, and team player.
- Proficient in English and Mandarin.
- Experience delivering level 1 and level 2 IT support services.
- Excellent customer‑service and interpersonal skills.
- Experience in Power BI development and support.
- Experience in SharePoint Online management.
- High personal integrity.
- Conscientious and focused 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 prompt others to ensure deadlines are achieved.
- Adaptable to a fast‑paced, ever‑changing environment.
- Calm under pressure.
- Proactive and willing to take on multiple tasks.
- Self‑motivated and enthusiastic.
- Ability to work independently.
- Team player; willing to help and flexible.
- Continual improvement mindset.
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