Global Service Desk Analyst

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:

• 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. 
• Ensuring timely resolution and minimal disruption to any classroom session. 

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. 
• 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. 
  

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. 

Documentation and Knowledge Management:

• Assist with 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.

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.

THE IDEAL CANDIDATE WILL HAVE:

• Knowledge of Service Desk Environment
• Fluency in other languages advantageous 
• Ability to thrive in a fast-paced environment.
• Strong Communication (Written and Verbal) 
• Clear, concise, good command and conveyance of language.
• Service quality orientated.
• Strong problem-solving abilities and a customer-centric mindset.
• Good Interpersonal Skills.
• Empathic
• Conflict management
• Excellent prioritization skills.
• Excellent user engagement skills.
• Time management skills.
• Customer focused.
• Process and procedure driven.
• Strong analytical and problem-solving skills.
• Self-Motivated and able to work with minimum supervision and to strict deadlines.
• Ability to follow instructions.
• Ability to work independently and within teams. 
• Ability to impart and share knowledge and skills.

Qualifications, Experience and Skills:

• Grade 12
• Bachelor's degree in information technology or related field advantageous,
• Relevant technical certifications 
• 1-2 Years working experience.
• 1-2 Years IT Service Desk Operations Experience 
• Relevant best practice framework exposure
• ITIL foundation knowledge

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.