Customer Support Analyst
With over 70 years of
experience, our focus is on helping the most vulnerable children overcome
poverty and experience fullness of life. We help children of all backgrounds,
even in the most dangerous places, inspired by our Christian faith.
Come join our 34,000+
staff working in nearly 100 countries and share the joy of transforming
vulnerable children’s life stories!
Employee Contract Type:
Local – Fixed Term Employee
(Fixed Term)
Responsibilities
PROJECT PLANNING:
• Provides input during
project planning and requirements phase.
SERVICE DESK:
• First point of contact
and day-to-day technical support to end users.
• Responds to Level 2
support and works with vendors on Level 3 support.
• Generates activity and
status reports.
• Provides the user
access service.
• Researches trouble
issues which affect multiple clients.
• Reviews checklists and
scripts.• Works with vendor technical support personnel on solutions for
clients.
CLIENT TECHNOLOGY
SUPPORT:
• Participates in
deployment of new or upgrade information technology and infrastructure
projects, including assisting co-workers and vendor partners.
• Installs and performs
minor repairs to hardware, software, and peripheral equipment, following design
or installation specifications.
• Updates configuration
management tools.
• Develops and documents
procedures for performing configuration changes, updates and upgrades. •
Provides on-going support of client technology.
TECHNICAL SUPPORT:
• Ensures that all
technical resources are available for meetings that include video conferencing.
• Engages the hardware
vendors on issues to remedy issues or escalates for support.
• Monitors and
communicates system status.
• Diagnoses and resolves
client workstation and mobile device hardware and software issues.
• Creates temporary
solutions until permanent solutions can be implemented.
• Assists systems,
programming and vendor professionals as needed to resolve problems.
• Coordinates the
resolution of escalated application, hardware and software problems.
SECURITY:
• Adheres to the
integrity of controls, regulations and guidelines.
• Reviews operation
processes to ensure consistent approval and compliance.
• Makes recommendations
and changes as appropriate.
INVENTORY MANAGEMENT:
• Maintains IT inventory
management for all IT equipment and/or software in accordance with company
policy and procedures. •
SERVICE LEVEL MANAGEMENT:
• Collaborates in the
development of service-level objectives and takes steps to meet or exceed
targets.
• Monitors service-level
objectives to ensure that requirements are met or exceeded.
• Makes recommendations
to approve performance and client satisfaction metrics.
Follows up in a timely
manner to ensure customer satisfaction.
SERVICE IMPROVEMENTS:
• Tracks performance
metrics.
• Reviews tracking log
to identify recurring problems, or problems affecting a large number of clients.
• Develops procedures
and controls for service improvements.
• Recommends solutions
to common problems and updates frequently asked questions documentation.
TESTING:
• Participates in
integration and user acceptance testing.
TRAINING:
• Trains co-workers on
new or existing functionality or services.
• Identifies customer
training needs based on common problems.
DOCUMENTATION:
• Creates, modifies and
reviews documentation of issues resolutions.
• Develops and delivers
documentation to ensure appropriate end-user support.
• Creates and submits
documented resolution to Knowledge Base.
• Updates manuals/guides
to incorporate new recommended products.
COMMUNICATIONS/CONSULTING:
• Alerts team members
about recurring problems.
• Communicates technical
information to both technical and non-technical personnel.
BUSINESS CONTINUITY:
• May provide input to
the design of backup and recovery procedures.
RESEARCH/EVALUATIONS:
• Designs standard image
and designs alternate images, as needed.
• Evaluates and
recommends new standard products for corporate standards list.
Participates in working
groups related to standards.
COACHING/MENTORING:
• Mentors less
experienced staff in multiple areas of expertise.
Qualifications
• Bachelor’s Degree in
Computer Science, Information Systems, or other related field. Or equivalent
work experience.
• ITIL V3/V4 Foundations
• Demonstrated knowledge
of complex hardware and software products and problem solving / diagnostic
skills.
• Typically requires 3
years experience in a similar role in a similar organization.
• Willingness and
ability to travel domestically and internationally, as necessary.
• Effective in written
and verbal communication in English.
Preferred Skills, Knowledge and Experience:
• O365 Administration
Work Environment /
Travel: The position requires ability and willingness to travel domestically
and internationally up to 5% of the time.
Applicant Types Accepted:
Any country in East
Africa where World Vision has presence
Applicant Types Accepted:
Local Applicants Only
How to Apply
