Global Service Desk Analyst

Location: Johannesburg, ZA

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.

• 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 using approved remote desktop tools and other technologies to troubleshoot issues and deliver timely support regardless of physical proximity.
• Ensure timely resolution and minimal disruption to any classroom session.
• Monitor personal service metrics (such as response time, resolution time, customer satisfaction scores) and correct behavior to ensure targets are met.
• Efficiently manage tickets, assign the correct priorities, and accurately categorize incidents.
• Investigate and resolve reported faults, escalating as per protocol.
• Monitor backlog and ensure prompt ticket resolution.
• Act 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.
• 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.
• Maintain 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.
• 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.

• Knowledge of Service Desk Environment
• Fluency in other languages (advantageous)
• Ability to thrive in a fast paced environment.
• Strong written and verbal communication.
• 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.

• Grade 12
• Bachelor's degree in information technology or related field (advantageous)
• Relevant technical certifications
• 3 4 years working experience
• 1 2 years IT Service Desk Operations experience, preferably within the education space
• Relevant best practice framework exposure
• ITIL foundation knowledge

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.