Global Service Desk Analyst Head Office

4 days 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.

  • 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...

  • Junior Service Desk Analyst

    3 weeks ago

    Johannesburg, South Africa ABC Joburg Full time

    **Location**: Johannesburg, Gauteng **Job Title**: Junior Service Desk Analyst **Salary**: R20,000 - R25,000 **Salary Type**: Negotiable**Education Level**: Diploma**Job Level**: Junior**Required Experience**: 1 - 3 Years Featured Job ListingsScrum Master - Cape Town, Western Cape - xneelo - Full Time, PermanentIT Support Services Internship - Cape Town,...

  • Service Desk Analyst

    3 weeks ago

    Johannesburg, South Africa Pink Elephant Full time

    **JOB TITLE - SERVICE DESK ANALYST (1st LINE SUPPORT)** In this role, you would be responsible for 1st line technical support to Head Office and Store Users. You would be expected to have experience within an IT Service Desk/Help Desk environment. This position requires excellent listening, probing and documentation skills. **Key Performance Areas**: -...

  • IT Service Desk Analyst

    3 weeks ago

    Johannesburg, South Africa FH Talent Management Solutions Full time

    **Role Summary** **Responsibilities** As IT Service Desk Analyst, you will report to the South Africa IT Manager, and this position will encompass a number of key areas: - End user support, involving helping to identify, troubleshoot and resolve issues on all systems - Manage help requests via a Help Desk ticketing system and perform resolution - Monitor...

  • 1st Line IT Service Desk Analyst

    3 weeks ago

    Johannesburg, South Africa Pink Elephant Full time

    In this role, you would be responsible for 1st line technical support to Head Office and Store Users. You would be expected to have experience within an IT Service Desk/Help Desk environment. This position requires excellent listening, probing and documentation skills. **KEY PERFORMANCE AREAS WILL BE**: - Providing first line systems support to head office...

  • Junior Service Desk Analyst

    3 weeks ago

    Johannesburg, South Africa ABC Joburg Full time

    Job Overview **Date Posted**: Posted 5 months ago **Location**: Johannesburg, Gauteng **Job Title**: Junior Service Desk Analyst **Salary**: R20,000 - R25,000 **Salary Type**: Negotiable **Education Level**: Diploma **Job Level**: Junior **Required Experience**: 1 - 3 Years Junior Service Desk Analyst - Johannesburg A Junior Service Desk Analyst...

  • Service Desk Analyst

    3 weeks ago

    Johannesburg, South Africa Pink Elephant Full time

    In this role, you would be responsible for 1st line systems support to Head Office and users. You would be expected to have experience within an IT Service Desk/Help Desk environment. This position requires excellent listening, probing and documentation skills. KEY PERFORMANCE AREAS WILL BE: - Providing first line systems support to head office and stores...

  • IT Service Desk Analyst

    5 days ago

    Johannesburg, South Africa Pink Elephant Full time

    In this role, you would be responsible for 1st line technical support to Head Office and Store Users. You would be expected to have experience within an IT Service Desk/Help Desk environment. This position requires excellent listening, probing and documentation skills. Key Performance Areas: - Providing first line systems support to head office and stores...

  • Global Service Desk Team Leader

    5 days 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...

  • Global Av Service Desk Technician

    3 weeks ago

    Johannesburg, South Africa Mediro ICT Full time

    Global AV Service Desk Technician will provide support to our global clients. Daily tasks may include though are not limited to: - Incident response, monitoring, investigation, project implementation, as well as advanced operational support. - Provide resolution of potential and actual service problems. - Supervise the prioritisation of tickets, queue...

  • IT Service Desk Analyst

    3 weeks ago

    Johannesburg, South Africa Job Crystal Full time

    Location: Johannesburg, South Africa **DUTIES AND RESPONSIBILITIES** - 1st line IT and Technical Support - Troubleshooting and analysing IT related hardware and software issues. - Logging and tracking of incidents and requests. - Track, route and redirect tickets to correct resources/ resolver groups. - Escalation of re-occurring incidents and identify...

  • IT Service Desk Manager

    3 weeks ago

    Johannesburg, South Africa HR Genie Full time

    Our Client a Global tech firm is seeking an IT Service Desk Manager to join their team in Johannesburg on a contract basis. They offer stability, growth, attractive rates and an excellent working environment. The purpose of this role is to lead and manage the IT Service Desk function within the company. Take overall responsibility for the performance and...

  • Service Desk Analyst

    4 weeks ago

    Johannesburg, South Africa iOCO Full time

    JOBNUMBER **iOCO03470** - CONTRACT TYPE **Contract** - CONTRACT TYPE: **OnSite** **The Role**: Our Client is looking for a **Service Desk Analyst**who will be responsible for providing first line technical support and customer service. A broad understanding of technical procedures and infrastructure is required. Your role will be to handle customer...

  • Head of Service Centre

    3 weeks ago

    Johannesburg, South Africa Pink Elephant Full time

    JOB TITLE - HEAD OF SERVICE CENTRE Reporting to the Managing Director and assuming an important, managerial and strategic role within the wider management team, the Head of Service Centre is responsible for the company’s local and offshore Managed Services operation. This key individual must be technically minded with an exceptional customer focus, have...

  • IT Service Desk Analyst

    4 weeks ago

    Johannesburg, South Africa Talent Connect SA Full time

    We require a Technical Analyst to join our client focused team. The primary function of the role is to respond to and resolve escalated customer IT support calls and maintenance tasks in a polite and efficient manner. And provide an efficient, professional Service to customers. The role entails exposure from small to large IT environments, and from...

  • IT Service Desk Analyst

    3 weeks ago

    Johannesburg, South Africa Pink Elephant Full time

    **MAIN RESPONSIBILITIES**: - Follow communication “scripts” when handling different topics - Logging and tracking of incidents and requests. - Provide excellent customer service - Properly diagnose issues and route unresolved issues to the next level of support - Provide 1st and 2nd line IT and Technical support by using available tools and provide...

  • Senior Service Desk Analyst

    5 days ago

    Johannesburg, South Africa Six Sense Full time

    Gauteng, JHB - Northern Suburbs - R550,000 CTC Annually Cost To Company (Market related) The Senior Service Desk Analysts are responsible for the day to day ‘business as usual’ operational co-ordination of the team; must have excellent customer care and communication skills as you will be dealing with all levels of customers within...

  • IT Service Desk Manager

    3 weeks ago

    Johannesburg, South Africa BASHR Consulting Full time

    Are you fascinated by leading and managing a team? If so, check this out! SA’s leading tech company is looking for a seasoned IT Service Desk Manager to take total responsibility for the performance and constant development of the Service Desk, while ensuring delivery of contractual duties. **The role will consist of**: - Managing Service Desk Analyst...

  • Senior Service Desk Analyst

    3 weeks ago

    Johannesburg, South Africa Six Sense Full time

    Gauteng, JHB - Northern Suburbs - Annually Cost To Company (Market related) The Senior Service Desk Analysts are responsible for the day to day ‘business as usual’ operational co-ordination of the team; must have excellent customer care and communication skills as you will be dealing with all levels of customers within company. **Qualification**: - A...

  • Head of Freight Desk

    3 weeks ago

    Johannesburg, South Africa Smart Talent Full time

    As an Executive Search and Career Consultant specializing in the niche market of Supply Chain, I represent some of the top leaders and am called upon by blue chip organizations in the country to secure talent and assist them in building high performance teams. One such client of mine is a FMCG company and they are looking for a Head of Freight Desk. The...