Overview
Responsible for the efficient and effective day-to-day resolution of support tickets for Tembo's digital learning platform, ensuring a high level of user satisfaction by providing timely and accurate technical assistance.
Key Responsibilities
- Serve as the primary point of contact for Tembo platform support requests, logging, categorizing, and prioritizing all incoming tickets.
- Provide first-line technical support to users, resolving issues related to user access, navigation, course enrolment, data inconsistencies and basic system functionality.
- Perform routine monitoring of Tembo performance, uptime, and user experience indicators.
- Assist in the creation and maintenance of user accounts, course enrolments, and user groups.
- Ensure the upkeep of support documentation, including FAQs, troubleshooting guides, and knowledge base articles.
- Execute testing activities for new features, fixes, and platform updates.
- Participate in Tembo internal IT related projects.
- Manage assigned requests from the internal request hub.
- Support the security of the platform and user data.
- Meet or exceed defined service level agreements (SLAs) for issue response and resolution.
- Collect and document user feedback and recurring support issues.
- Maintain accurate and up-to-date records of support activities and user interactions.
- Support initiatives aimed at improving the efficiency of the platform and its integrated applications.
- Support on initiatives aimed at improving user experience.
- Keep up to date on latest LMS technologies.
- Deliver basic user guidance and contribute to internal training sessions and knowledge transfer.
- Support onboarding and continuous learning for platform users.
- Contribute to building organizational knowledge around the Tembo platform and related tools.
Required Experience
- Minimum of 3 years of experience in IT support coordination, helpdesk or application support roles.
- Demonstrating strong experience in application administration and end-user support coordination.
- Experience with Learning Management Systems (LMS) such as Moodle, Totara, Cornerstone or similar platforms, either as a user, administrator or support provider.
- Experience using IT ticketing and service desk tools (e.g. TopDesk, Zendesk, ServiceNow, Jira or similar).
- Strong knowledge of Microsoft 365 tools (Word, Excel, PowerPoint, Outlook, SharePoint and OneDrive).
- Good understanding of IT support best practices and service desk operations.
- Familiarity with operating systems (Windows, macOS), web browsers, networking fundamentals, data privacy and information security principles.
- Basic knowledge of scripting, e-learning standards (SCORM, H5P) and authentication protocols (SSO, SAML, OAuth 2.0).
- Experience in a non-profit, humanitarian or international organization.
Qualifications
- Bachelor’s and Master’s degree in Information Technology, Computer Science or a related field are required.
- Relevant certifications (e.g. CompTIA A+, ITIL Foundation) will be considered an asset.
