IT Service Desk
4 weeks ago
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.
FIRST LINE SUPPORT AND REQUEST FULFILLMENT
Serve as the initial point of contact for all incidents and service requests, encompassing hardware, software, business applications, Edtech, network, and telecommunications issues. Respond promptly to inquiries and deliver technical assistance via approved communication channels, including phone, email, and chat. 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 minimal 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.
INCIDENT MANAGEMENT
Monitor personal service metrics (such as response time, resolution time, customer satisfaction scores) and correct behavior to ensure targets are met. Efficiently manage tickets, assigning the correct priorities, and accurately categorizing incidents. Investigate and resolve reported faults, escalating as per protocol. Identify process deficiencies and suggest improvements. 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. Communicate important updates and changes when necessary to the users to ensure alignment of expectations on service delivery. Foster a positive and collaborative team environment, promoting open communication, teamwork, and mutual respect.
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. 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.
DOCUMENTATION AND KNOWLEDGE MANAGMENT
Assistwith maintaining comprehensive documentation of troubleshooting procedures, solutions, and frequently asked questions (FAQs). Continuously update knowledge base articles and self-help resources to facilitate faster resolution of common issues. Foster a culture of self-service and technology proficiency among users through empowering users to troubleshoot minor problems independently.
COMPLIANCE AND SECURITY
Adhere to established IT policies, procedures, and security protocols to safeguard confidential information, prevent data breaches, and ensure compliance with regulatory requirements. Stay abreast of emerging cybersecurity threats and technologies to mitigate risks effectively.
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. Knowledge of Microsoft Windows 10/11, Windows Server, MacOS, ChromeOS, Linux, Android and iOS operating systems as well as various software packages including Microsoft Office 365, Adobe, Google Suite Proficient in Internet related applications Fluency in other languages 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.We have other current jobs related to this field that you can find below
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