IT Support Assistant – Cruise Staff Application Portal Helpdesk
OceanGlide Cruises
Available Locations:
Johannesburg, Gauteng
Job Description
Job Summary
OceanGlide Cruises is looking for an analytical, service‑obsessed IT Support Assistant to keep our Cruise Staff Application & Onboarding Portal running flawlessly. You will be the first line of technical support for shipboard and shoreside candidates/employees who use our portal to apply, onboard, update documents, complete trainings, and manage their profiles. From password resets and access issues to data discrepancies and browser/platform troubleshooting, you will resolve tickets quickly, educate users, and escalate complex incidents to the right teams. If you thrive in fast, multicultural environments, love solving problems, and communicate clearly with non‑technical users, we’d love to meet you.
Key Responsibilities
- Frontline Helpdesk Support: Triage, troubleshoot, and resolve L1/L1.5 incidents and service requests related to the Cruise Staff Application Portal (login failures, MFA/SSO issues, broken links, timeouts, profile updates, document uploads, etc.).
- Ticket Management: Own tickets end‑to‑end in the ITSM tool (e.g., ServiceNow, Jira Service Management), ensuring accurate categorization, prioritization, and SLA adherence.
- User Administration: Perform password resets, role provisioning/deprovisioning, and access reviews in coordination with Identity & Access Management (IAM) teams.
- Issue Replication & Escalation: Reproduce issues, capture logs/screenshots, and escalate to L2/L3, Product, or Dev teams with clear, structured problem statements.
- Knowledge Base Upkeep: Write, update, and improve KB articles, quick guides, and FAQs to reduce repeat queries and empower self‑service.
- Quality & Compliance: Ensure data privacy and security best practices (GDPR/CCPA/PII handling) are followed in every interaction.
- Root Cause Follow‑up: Participate in post‑incident reviews and suggest preventive measures or UX/process improvements.
- User Training: Conduct short virtual walkthroughs or micro‑trainings for recruiters, HR ops, and hiring managers to maximize adoption and minimize errors.
- Monitoring & Reporting: Track recurring issues, produce weekly/monthly support dashboards, and recommend enhancements to the portal and workflows.
- Cross‑Functional Collaboration: Liaise with HR Tech, Product, Security, and Shipboard Operations to ensure a seamless candidate/staff technology experience.
Required Skills and Qualifications
- Diploma or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent practical experience).
- 1–3 years of experience in a helpdesk/service desk, application support, or HR tech support environment.
- Working knowledge of SSO/MFA, user provisioning, and identity concepts (Azure AD / Okta basics).
- Familiarity with ITSM tools (ServiceNow, Jira Service Management, Zendesk, Freshservice, etc.).
- Strong troubleshooting of web applications (browsers, cache/cookies, VPN/proxy, network basics, file upload constraints).
- Comfortable with basic SQL / data lookups or using admin consoles to validate records (nice to have).
- Excellent written and verbal communication—able to translate technical issues into plain language.
- Proven ability to work across time zones, cultures, and roles with empathy and patience.
- Understanding of information security, confidentiality, and data protection standards.
Experience
- Must have:
- Prior L1/L1.5 helpdesk or application support experience.
- Demonstrated experience supporting HR/talent acquisition portals, LMS, or employee self-service tools (advantageous).
- Nice to have:
- Exposure to cruise, hospitality, aviation, or large-scale seasonal hiring environments.
- Experience writing SOPs/KBs and building self-service resources.
- Familiarity with automation tools (e.g., Power Automate, Zapier) or reporting/BI basics.
Working Hours
- Shift-based / Rotational to cover global operations and shipboard schedules (including early mornings, evenings, weekends, and public holidays as needed).
- Hybrid/remote flexibility depending on location; occasional on-site meetings or training may be required.
- On-call rotation for critical incidents during peak hiring or onboarding waves.
Knowledge, Skills, and Abilities
- Customer-first mindset with strong ownership and accountability.
- Structured problem-solving: ability to quickly triage, isolate variables, and document findings.
- Process-oriented with attention to detail and a drive to constantly improve service quality.
- Collaboration & influencing skills to work effectively with HR, Security, and Engineering.
- Learning agility—comfortable adopting new tools, processes, and technologies rapidly.
- Data literacy—can interpret simple dashboards, ticket trends, and service metrics (SLAs/CSAT).
Benefits
- Competitive salary with performance-based incentives.
- Travel privileges & cruise discounts for you and eligible family members.
- Comprehensive health & wellness coverage (medical, dental, vision—region specific).
- Learning & certification support (ITIL, ITSM, IAM, security, analytics, etc.).
- Flexible working arrangements and supportive, global team culture.
- Clear growth paths into Application Support Analyst, HR Tech Specialist, or ITSM roles.
Why Join OceanGlide Cruises?
- Be the technology backbone behind thousands of careers at sea and ashore.
- Work in a dynamic, multicultural, high-impact environment where service quality truly matters.
- Help shape and improve the digital candidate and employee journey for one of the most exciting industries in the world.
- Join an organization that invests in people, process, and platforms—not just tickets.
How to Apply
- Prepare your resume highlighting relevant helpdesk/application support experience.
- Write a brief cover letter explaining:
- Your experience with ITSM tools and web application troubleshooting
- Any exposure to HR/Recruitment/LMS platforms
- Your comfort with shifts and global user support
- Submit your application via the OceanGlide Cruises careers portal (Job ID: ITSA-CSPH-2025).
- Use the email subject line: “IT Support Assistant – Cruise Staff Application Portal Helpdesk – [Your Name]” if applying by email.
- Shortlisted candidates will undergo:
- A technical/problem-solving assessment
- A scenario-based communication test
- One or two panel interviews (IT + HR Tech/Operations)