L1 Service Desk Analyst
Area: South Africa
Contract Period: July to September
We are:
Construct was born out of a passion to leverage the disruptive power of digital learning to transform individuals and organizations, globally. With offices in London, Oxford, Salt Lake City, and Cape Town, and delivering courses to 100,000+ learners in over 165 countries, our vision is to become the global leader in digital learning. We partner with Higher Education,
School Districts, Government, and Enterprise to create customized and engaging digital learning experiences. We provide world-class instructional design, digital content production, technology build, project management, and learner support services.
It’s a hugely exciting time to join Construct; we’re delivering ambitious projects with partners such as the University of Oxford, TeachFirst, the Government of Dubai, and the Royal Artillery. We've created a name for ourselves in the EdTech space, having been voted 'Top 20 2017 UK EdTech startups to watch', '2016 HRTech to watch', and '2015 UK EdTech company of the year'. We are experiencing an exciting period of growth having secured recent investment and several significant client wins
We need you!
We are looking to add a Service Desk Analyst to join our growing support team. We are looking for someone who is confident and outgoing, comfortable working in a fast-paced, energetic environment and eager to have a big impact over the coming years of growth.
We are a rapidly growing, international (Cape Town, London, Salt Lake City) digital education organization passionate about delivering the highest quality solutions to government, corporate, higher education and consumer markets.
We are looking for 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!
As a 1st line Service Desk Analyst, you will be the first point of contact for our clients and you will be able to log, coordinate resolution and communicate updates for multiple incidents & requests
To do!
Coordination: Log and coordinate all resolution and communicate with clients on Salesforce.
Administration: Administering learning management systems, preferably using Canvas.
Technical: Debug, recreate & 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
-
14:00-22:00pm 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.
Please note:
Due to the nature of this role, it would be imperative to be fully operational during your entire shift, including during load-shedding. It is upon you to have a strong, stable internet connection as connectivity is vital in this role.