BrandEd Revised Job Description
BrandEd Overview
BrandEd collaborates with renowned companies to deliver cutting-edge, experiential learning programs led by industry experts from some of the world’s most iconic brands. Our portfolio includes:
- Sotheby’s Institute of Art
- The School of The New York Times
- Vogue College of Fashion
- Manchester City Sports Business School
- WIRED Education
From pre-college programs to master’s degrees, our offerings span campuses in New York, London, Madrid, and an online platform, along with partnerships in Seoul and Beijing.
Job Title: Senior IT Support Analyst
Objective
Reporting to the Director of IT Service Management, the Senior IT Support Analyst plays a pivotal role in ensuring the effective delivery of IT services across BrandEd. This role requires exemplary professionalism in building collaborative relationships, excellent communication, and a commitment to aligning IT operations with organizational goals and values.
Key Responsibilities
IT Case Management
- Administer and resolve IT Service Management (ITSM) requests using the organization’s ticketing system, ensuring documentation is thorough and accurate.
- Maintain clear communication with end-users, translating technical updates into simple, non-technical terms.
- Proactively follow up on open issues to guarantee resolution and user satisfaction.
- Ensure compliance with organizational policies for the appropriate use of IT resources and technology.
Technical Infrastructure Support
- Provide technical expertise for troubleshooting and maintaining LAN, wireless networks, and related hardware (e.g., switches, routers, firewalls, access points).
- Oversee Wi-Fi management and partner with the IT Infrastructure team to implement upgrades and modifications.
End-User Support
- Supervise the provision of technical support in the London office, prioritizing and resolving IT issues efficiently.
- Lead troubleshooting efforts for user devices, software, and peripheral equipment (including classroom audio/visual systems).
- Monitor and optimize support processes, fostering continuous improvement and best practices.
- Manage device deployment, software configuration, and maintenance to enhance user experience.
Team Management
- Oversee daily operations of the London IT Service Desk, ensuring the effective allocation of team resources.
- Provide guidance, monitor team performance, and drive adherence to high service standards to enhance efficiency and customer satisfaction.
- Cultivate a collaborative work environment and communicate effectively with stakeholders at all levels.
Global IT Projects
- Lead IT project initiatives across BrandEd, ensuring adherence to best practices from planning through execution.
Flexibility & Multi-Site Support
- Be available to support after-hours or weekend events as required.
- Respond on short notice to IT needs across multiple locations.
Qualifications and Skills
Leadership & Management
- Proven experience in IT service management and team leadership.
- Expertise in performance monitoring and goal-setting for staff.
Technical Expertise
- Advanced knowledge of Microsoft 365, Windows 11, Mac OS, and Active Directory.
- Hands-on experience with Azure AD, Intune, Group Policy, and SharePoint.
- Proficiency in troubleshooting web applications and other IT systems.
- Strong knowledge of LAN and Wi-Fi networking, including troubleshooting client setups.
- Familiarity with audio/visual systems, including projectors and sound equipment.
Interpersonal Skills
- Strong customer-service orientation and a focus on user satisfaction.
- Excellent communication skills, with the ability to convey complex technical concepts in simple language.
- Collaborates effectively in both independent and team settings.
Educational & Professional Background
- Degree in Computer Science, Information Systems, or similar discipline, or equivalent practical qualifications.
- Microsoft (MCP) or comparable industry-standard certifications preferred.
- ITIL certification is an advantage but not required.
Physical Requirements
- Ability to navigate a multi-level building without lifts due to its listed status.
- Physically capable of transporting equipment and providing on-site support as needed.
Additional Information
This role requires adaptability to accommodate dynamic work environments and evolving organizational needs. Duties outlined in this description reflect the key areas but are not exhaustive. Flexibility in taking on responsibilities as required will be necessary.
Employee Benefits at BrandEd UK
- Annual Leave: 25 days, plus UK bank holidays and up to 4 discretionary Christmas break days.
- Buy Additional Leave: Option to purchase up to 5 extra days via salary sacrifice.
- Wellbeing Support: 24/7 Employee Assistance Programme access.
- Volunteer Opportunities: Dedicated volunteering days.
- Life Insurance: Equal to 4x your salary.
- Learning & Development: Access to 250 e-learning courses.
- Exclusive Learning Opportunities: Free online courses from the BrandEd portfolio (subject to availability and eligibility).
How to Apply
Interested candidates should submit their CV and an engaging cover letter showcasing their qualifications and experience using the “Apply” button at the top of the job posting.
Application Deadline: Monday, 25th August 2025
We look forward to welcoming your application and discovering how you can make an impactful contribution to BrandEd UK!