Global Service Desk Analyst Head Office

at  Inspired

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.

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:

• 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.
• 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.