Global Service Desk Analyst Head Office

1 month ago

Johannesburg, South Africa Inspired Full time

Global Service Desk Analyst Head Office

**Location**:Johannesburg, ZA**Date**:17 Oct 2024**Application closing date**:30/10/2024- Inspired Education is the leading global group of premium schools, with a portfolio of 119 premium private schools spanning 6 continents which utilise proven educational practices from every corner of the globe, ensuring over 85,000 students receive a world-class learning experience from Kindergarten to Year 13.- In 27 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 13,000 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**:

- Assist remote users located across different time zones and geographical locations, leveraging approved remote desktop tools and other technologies to troubleshoot issues and deliver timely support regardless of physical proximity.
- Escalating complex problems to appropriate teams, when necessary.
- Ensuring timely resolution and mínimal disruption to any classroom session.
- Handle service requests fulfillment which includes remote software installations, access provisioning, account management, and other IT, Application and Business Systems related tasks.
- Ensure compliance with predefined processes and workflows to fulfill requests promptly, continuously ensuring user satisfaction and adherence to security policies.
- 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.
- Handle escalated user inquiries and complaints, resolving issues promptly and effectively.
- Identify recurring issues and trends in support requests, collaborating with the team and leadership to implement preventive measures and process improvements.
- Proactively seek opportunities to enhance service delivery, streamline workflows, and optimize the overall user experience.

**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.
- Empathetic
- 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.
- Bachelor's degree in information technology or related field advantageous,
- Relevant technical certifications
- ITIL foundation Certified and experience.

**SAFEGUARDING STATEMENT**
- Inspired Education Group is committed to safeguarding and promoting the welfare of children and young people and expects all staff, volunteers and other third parties to share this commitment. Safer recruitment practices and pre-employment background checks will be undertaken before any appointment is confirmed.

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