IT Helpdesk Specialist

2 weeks ago

Cape Town, South Africa 2U Full time

At 2U, we are all in on purpose. We are motivated by our mission - to eliminate the back row in education - and connected by our shared passion to deliver world-class digital education at scale. As the parent company of edX, the world's leading online learning platform, 2U powers more than 4,000 online higher education offerings - from free courses to full degrees. Together with more than 230 colleges, universities, and corporate partners, we are helping to unlock human potential.

**What We're Looking For**:
We are looking for an experienced Helpdesk professional to provide advanced IT support and customer service for our internal colleagues. If you have a high level of technical proficiency and a passion for providing white glove service this could be the perfect opportunity for you. This individual participates in technical research and development to provide solutions to internal requests that are escalated from our front line team.

**Responsibilities Include, But Are Not Limited To**:

- This role is responsible for receiving escalated requests from our Helpdesk Analysts that are complicated or timely in nature.
- The individual works alongside other Helpdesk tiers to create relevant step-by-step training material with screenshots for clients and to create process documentation for internal procedures.
- Effectively resolve IT support issues, triaging issues, identify common and/or repeat issues, and appropriately identify requests that should be escalated to higher tiers of support.
- Perform regular audits of systems and policies to ensure compliance.
- Adhere to certain Key Performance Indicators to measure overall success individually and as a part of a team.

**Things That Should Be In Your Background**:

- Minimum 2 years experience in a customer-focused IT support role.
- Strong service oriented background including the ability to multitask.
- Experience working with various IT systems such as Active Directory, Google Workspace, Salesforce, TalkDesk, etc.
- Experience working in a tiered support environment.
- Experience identifying support issues for escalation to higher levels.
- Experience triaging and prioritizing multiple urgent needs simultaneously.
- Experience providing VIP users with high level and sensitive support issues that require white glove service.
- Experience working in KPI driven environments with strict deadlines.

**Other Attributes That Will Help You In This Role**:

- Service focus: commitment to the success of the organization and the satisfaction of a diverse user base with a variety of needs and problems to solve.
- Strong communication (written / verbal) and collaboration skills, desire to share knowledge and train a great team, ability to keep everyone focused on the same goals.
- Organized: fastidious, detail oriented, and committed to the highest work standards.
- Ability to work late and emergency hours when necessary to maintain high level of service, availability for contact around the clock in case of outages or emergencies.

**Benefits & Culture**

Our global employee base is a diverse collection of innovators, dreamers, and doers working together to transform lives through higher education. We believe that every employee can advance our shared purpose, and that life at 2U should be fun and meaningful. If you're excited by the opportunity to provide over 40 million learners and counting with access to world-class online higher education, then join us - and do work that makes a difference. #NoBackRow

We offer comprehensive benefits (unique per country) and excellent work/life balance.
Full-time, ZA benefits include:

- 2 complimentary Getsmarter short courses per year
- Subsidised medical aid with Discovery Health Medical Scheme
- 4% 2U contribution towards Discovery Life Pension Fund and Group Risk Benefit
- Employee Assistance Program (EAP)
- Generous leave policy including time off to volunteer for non-profit organization, study leave, sports leave and a company-wide festive season break

**2U Diversity and Inclusion Statement**

At 2U, we are committed to building and sustaining a culture of belonging, respect, and inclusion. We are proud of the steps we've taken to bring together an employee base that embodies diverse walks of life, ideas, genders, ages, races, cultures, sexual orientations, abilities and other unique qualities. We strive to offer a workplace where every employee feels empowered by what makes us different, as well as by how we are alike.

**About 2U Inc. (NASDAQ: TWOU)**

**About edX**

edX is the education movement for restless learners and a leading global online learning platform from 2U, Inc. (Nasdaq: TWOU). Together with the majority of the world's top-ranked universities and industry-leading companies, we bring our community of over 45 million learners world-class education to support them at every stage of their lives and careers, from free courses to full degrees. And we're not stopping there — we're relentlessly pursuing our vis

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