Global Service Desk Analyst L1

3 weeks ago

Johannesburg, South Africa Inspired Full time

Inspired Education is the leading global group of premium schools, with a portfolio of over 100 premium private schools spanning six continents which utilise proven educational practices from every corner of the globe, ensuring over 80,000 students receive a world-class learning experience from Kindergarten to Year 13. In addition, we are delighted to be recognised in the top 10 highest value private companies in the UK by Beauhurst.

In over 24 countries, Inspired schools are individually developed and anchored in the vibrant cultures of their respective locations. They collectively form an international family of schools that nurtures each student's academic and personal development in a progressive, dynamic, and innovative learning environment.

By joining our award-winning team of over 12,000 employees, you can work in state-of-the-art facilities alongside industry-renowned educators and leaders in some of the world's most desirable locations. We invest heavily in our team members who enjoy industry-leading professional development, exceptional career opportunities, and mobility across our group.
- OUR TEAM- As the Inspired Education group expanded in recent years, it has become essential for us to reassess the ways in which we support our internal staff, parents, and students.- Our global service desk, headquartered in South Africa, offers assistance across continents, languages and time zones. Operating 24/6, our team consists of skilled individuals who provide first-line remote support for a diverse range of EdTech software utilized within the group, as well as standard productivity tools.- We are looking to grow the team to ensure that we can continue to provide a world class support service to our very diverse and growing user base.**ROLE SUMMARY**:

- As a Global Service Desk Analyst, your primary purpose is to ensure the smooth operation of the services that are supported across Inspired Education’s global network by providing exceptional technical support. You will serve as the first point of contact for all incidents, requests, and queries, utilizing your expertise to diagnose and resolve issues efficiently while delivering outstanding customer service.**KEY RESPONSIBILITIES**:
**_ First Line Support & Request Fulfillment:_**

**_Incident management_**
- Monitor personal service metrics (such as response time, resolution time, customer satisfaction scores) and correct behavior to ensure targets are met.
- Monitor backlog and ensure prompt ticket resolution.

**_Communication and Collaboration:_**
- Serve as a liaison between the Global Service Desk, other departments within Inspired Education and Vendors to facilitate cross-functional collaboration and problem-solving.

**_Customer Service Excellence:_**
- Ensure that as a member of the Global Service Desk deliver prompt, courteous, and effective responses to user inquiries and issues via the implemented channels.

**_Documentation and Knowledge Management_**
- Assist**_ _**with maintaining comprehensive documentation of troubleshooting procedures, solutions, and frequently asked questions (FAQs).

**WHAT WE'RE LOOKING FOR**
- Knowledge of Service Desk Environment
- Ability to thrive in a fast-paced environment.
- Strong Communication (Written and Verbal)
- Clear, concise, good command and conveyance of the English language.
- Service quality orientated.
- Strong problem-solving abilities and a customer-centric mindset.
- Good Interpersonal Skills.
- Empathetic
- Conflict management
- Excellent prioritization skills.
- Excellent user engagement skills.
- Time management skills.
- Customer focused.
- Process and procedure driven.
- Strong analytical and problem-solving skills.
- Grade 12
- 1-2 Years working experience.
- 1-2 Years IT Service Desk Operations Experience
- Relevant best practice framework exposure.

**School Application Form** #LINK

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