Senior IT Support Analyst

Edconic

Edconic partners with prestigious companies to deliver relevant, experiential learning programs taught by industry experts from the world’s best brands. The Edconic portfolio currently includes Sotheby’s Institute of Art, The School of The New York Times, Vogue College of Fashion, Manchester City Sports Business School and WIRED Education. Our academic programs range from pre-college to master’s degrees with campuses in New York, London, Madrid and Online, and partnerships in Seoul and Beijing.

Job Purpose

Reporting to the Director of IT Service Management, the Senior IT Support Analyst is a key member of the Global IT Service Desk team and will take a lead role in all aspects of IT support across Edconic, helping to ensure that the services provided by IT are effectively managed.

The position requires a high standard of professional conduct and the ability to build and maintain positive, professional relationships, and a collaborative approach to working with colleagues. The role requires excellent communication, teamwork, and a commitment to maintaining a productive work environment that upholds organisational values and objectives. Due to the nature of this role, in person attendance is an essential requirement.

Key Duties and Responsibilities

The Senior IT Support Analyst, with support from other IT colleagues and the Infrastructure and Development team, will take the lead in managing the timely resolution of issues related to standard enterprise software applications and various custom web applications, desktop hardware, network and sever infrastructure components. In addition to the tasks and activities listed below, this person will be expected to take a lead role in Global IT projects ensuring that best practices are followed from planning through to implementation.

Team Supervision

 1. Overseeing the daily operations of the London IT Service Desk to ensure the efficient delivery of technical support services.

 2. This includes workload distribution, providing guidance and supervision to IT Support Analysts, and maintaining clear and effective communication.

Case Management

 1. Manage and resolve IT Service Management (ITSM) requests within the organisation's ticketing system, ensuring timely and accurate documentation.

 2. Maintain clear and consistent communication with end users, providing updates and guidance in non-technical terms to ensure a positive support experience.

 3. Follow up on open issues to ensure resolution and user satisfaction.

 4. Adhere to and enforce organisational policies and procedures related to the appropriate use of technology and IT resources.

Infrastructure Support

 1. Provide technical support and troubleshooting for LAN and wireless network devices, including switches, routers, firewalls, and wireless access points.

 2. Manage Wi-Fi environment and collaborate with IT Infrastructure team to implement network changes and support infrastructure upgrades.

End-User Support

 1. Lead the delivery of technical support in London, ensuring timely and effective resolution of technical issues.

 2. Oversee the diagnosis, research, and documentation of solutions for a wide range of IT tasks.

 3. Manage and prioritise support requests to optimise efficiency and service quality.

 4. Supervise the deployment, configuration, and maintenance of user devices, software applications, and peripheral equipment, including classroom audio/video systems.

 5. Drive continuous improvement in end-user support by helping to implement best practices and enhance troubleshooting processes.

Flexible working

 1. Supporting after hours and weekend events may be required.

 2. Multi-site support is also required with the ability to respond at short notice.

The above statements are intended to describe the general nature and level of work being performed by an individual undertaking this position. They are not intended to be an exhaustive list of all duties and skills, and the post holder will be required to undertake such tasks and responsibilities as may be reasonably be expected within the scope of the post.

Please click on 'Apply now' to see the person specification for the role.

Application Process

Please complete an online application form. You will be required to upload your CV and cover letter to your application, demonstrating your interest in this position and how you meet the person specification.

The closing date for applications is midnight on Thursday 12th February 2026.

Early application is encouraged as applications will be shortlisted upon receipt, and we retain the right to close the post early