L1 Software Support Analyst

2 weeks ago

Cape Town, Western Cape, South Africa Construct Full time

Software Support Analyst (Level 1)

Contract Type:
Fixed-term | Part-time (starting in July 2023)

Level:
Junior

Job summary:

We are looking for Software Support Analysts to join our growing support team.

We are looking for someone who is confident and outgoing, comfortable working in a fast-paced, energetic environment and eager to have a big impact over the coming years of growth.

We are looking for a natural problem solver who has worked within a service desk, eLearning or technical support environment with exposure to ITIL Service Management processes, you will need to demonstrate strong written and verbal communication skills, be organised, proactive and prepared to be challenged


As a 1st line Software Support Analyst, you will be the first point of contact for our clients and you will be able to log, coordinate resolution and communicate updates for multiple incidents & requests.


You have:

  • Understanding of Learning Management Systems such as Canvas, Moodle, edX, etc.
  • Understanding of how the internet and world wide web works.
  • Must have previously worked with browsers (e.g. Chrome, Internet Explorer or firefox)
  • 13 years' years experience as Help Desk Support/ 1st line support will be advantageous
  • Maintaining a sharp level of attention to detail
  • Ability to build and maintain good relationships including developing trusted advisor relationships
  • Juggling multiple tickets/ clients / stakeholders at a time
  • Driving continuous improvement in the quality of products and services
  • Adapts to situations and understands new concepts quickly
  • Proven ability to selfmotivate and work independently as well as part of a multidisciplinary squad
  • Excellent organizational and time management skills & ability to work to deadlines
  • Communicate confidently, clearly and effectively, both in written and verbal form.
  • Effectively use online collaboration tools e.g. Slack, Zoom, Google Docs
  • A keen interest in the EdTech industry will be advantageous
  • Must have a strong customer service mindset; prior experience in a customer service role is advantageous
  • Prior experience using Learning Management Systems as a student (Canvas / Blackboard / Brightspace) is advantageous but not necessary

To do:

  • Validate and clarify the issue described in tickets
  • Ensure what the user is describing is "real" and not a misunderstanding or user errors
  • Answer all howto questions.
  • Fix all enduser issues that are resolvable through the Learning Management System User Interface (UI)
  • For simple bugs, reproduce and document reproduction steps before escalating
  • Identify which tickets are better suited to a Level 2 Analyst and escalate accordingly
  • Maintain both high efficiency and high quality of work

Why us:


It's a hugely exciting time to join Construct You will work with a dynamic, diverse, and innovative global team to deliver high-quality digital learning experiences.

With offices in Cape Town, London, and Salt Lake City, we deliver courses to 100,000+ learners in over 165 countries.

Our vision is that one day everyone will have the opportunity to attain a meaningful education through superior online programs.

To make this a reality, we partner with higher education, government, enterprise, and NGOs to create tailored and engaging digital learning experiences, providing world-class instructional design, digital content production, and project management services.


Construct Education gives you the chance to have continuous professional development as you experience working with global experts in their field, the top universities such as Oxford, University of Michigan, British Cabinet Office and others.

You will have the opportunity to develop complex people management skills by motivating a diverse team of people to work together to achieve a common objective.

Our global reach gives you direct access to clients from all over the world who are making waves in their industries and the ability to influence decisions and build strategic alliances over time.


Requirements:

  • Must have a laptop or computer to work fromMinimum specifications / requirements:
■ Processor:
Quad-core (or higher) with a clock speed of at least 2.0 GHz
■

RAM:
A minimum of 8 GB
■ Storage:
A minimum of 128 GB
■ Working webcam and microphone

  • Must have an internet connection of at least 10 mbps
  • Due to the nature of this role, it would be imperative to be fully operational during your entire shift, including during loadshedding.
  • Must be available for one of the following shifts:
■ Shift 1:
Monday to Friday (14H00 -18H30)
■ Shift 2:
Monday to Friday (17H30 -22H00)
■ Shift 3:
Monday to Friday (16H00 - 20H30)
■ Shift 4:
Monday to Friday (19H30 - 00H00)
■ Shift 5:
Wednesday to Saturday (17H30 - 22H00)

Job Type:
Contract

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