First line Helpdesk Support /Service Desk Analyst

temporary
Short Job Description: 

Our client operating in the ED Tech industry is currently recruiting Service Desk Analysts, who will be the first point of contact for the clients who will be able to log, coordinate resolution and communicate updates for multiple incidents and requests. The successful incumbent will be a natural problem solver who has worked within a service desk, eLearning or technical support environment with exposure to ITIL Service Management processes, you will need to demonstrate strong written and verbal communication skills, be organised, proactive and prepared to be challenged. This position involves working one or all of the following shifts. 2pm - 10pm / 6pm - 12pm. This is a three month fixed duration contract to start mid July.

 

Job posting date: 
Friday, June 4, 2021
Job Type: 
Graduate placement
Required skills: 
IT (Information Technology)
Required Qualification: 
Information Technology
Remuneration in ZAR: 
R20k per month
Remuneration term: 
Monthly
Full Job Description: 

First Line Helpdesk Support /Service Desk Analyst Job, Remote WFH

Job Description: 

​Coordination: Log and coordinate all resolution and communicate with clients on Salesforce.

Administration: Administering learning management systems, preferably using Canvas.

Technical: Debug, recreate and resolve 1st line Technical incidents and diagnose issues using monitoring tools and data analytics

Process improvement: Creating procedures and checklists to manage activities. Add known issues and resolutions to our support knowledge base document to improve productivity

Communication and ownership: Communicate and update clients via instant message, email; Actively liaise with internal and external tech teams and other 3rd Party suppliers to drive resolution to technical or service impacting issues

The key skills required for this role are:​

  • Understanding of Learning Management Systems such as Moodle, edX, and Canvas
     
  • Understanding of how the internet and world wide web works. Must have previously
    worked with browsers e.g Chrome, Internet Explorer or Firefox
     
  • Ability to assist users, troubleshoot or resolve technical issues in an effective manner
     
  • A minimum of 1-3 years’ years experience as Help Desk Support/ 1st line support
     
  • Maintaining a sharp level of attention to detail
     
  • Ability to build and maintain good relationships including developing trusted advisor relationships
     
  • Juggling multiple tickets/ clients / stakeholders at a time
     
  • Driving continuous improvement in the quality of products and services
     
  • A keen interest in the EdTech industry will be advantageous
     
  • Adapts to situations and understands new concepts quickly
     
  • Proven ability to self-motivate and work independently as well as part of a
    multi-disciplinary squad
     
  • Excellent organizational and time management skills & ability to work to deadlines
     
  • Communicate confidently, clearly and effectively, both in written and verbal form.
     
  • Effectively use online collaboration tools e.g. Slack, Zoom, Google Docs

Prerequisites:

  • Must have a strong customer service mindset; prior experience in a customer service role is advantageous but not necessary
     
  • Must have strong problem-solving skills
     
  • Must have an internet connection of at least 50 mbps
     
  • Must be available for shift work of 8 hours per day, 40 hours per week, either
     
    • 14:00-22:00pm South Africa Time Monday to Friday
       
    • 18:00 - 24:00pm South Africa Time Sunday to Thursday
       
  • Prior experience using Learning Management Systems as a student (Canvas /Blackboard / Brightspace) is advantageous but not necessary

Responsibilities include:

  • ​Validate and clarify the issue described in tickets
  • Ensure what the user is describing is "real" and not a misunderstanding or user errors
  • Answer all how-to questions.
  • Fix all end-user issues that are resolvable through the Learning Management System
    User Interface (UI)
  • For simple bugs, reproduce and document reproduction steps before escalating
  • Identify which tickets are better suited to a Level 2 Analyst and escalate accordingly
  • Maintain both high efficiency and high quality of work

Enjoy:

  • Being part of a rapidly growing company, change, and the ability to adapt to change is inherently part of our culture.
     
  • Being dynamic and fast-paced; ultimately, we make things happen.
     
  • Making smart decisions that build a sustainable future for us, our team and our partners
     
  • Being collaborative, co-creating engaging learning experiences together.
     
  • Keeping things straightforward, grounded in integrity, simplicity and fairness.
     
  • Being invested, using our shared passions to achieve outcomes and impact.
     
  • Striving to deliver the best product possible to demanding clients.

Country: 
South Africa
City/Town: 
Online South Africa

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