Customer Support Analyst

ABOUT THE COMPANY

World Vision is an international Christian relief, development and advocacy organisation working in almost 100 countries world-wide to create lasting change in the lives of children, families and communities to overcome poverty and injustice.

JOB SUMMARY

RequirementsBachelor's degree in computer science, Information Technology, BBIT, Electrical and Electronic Engineer or other related fields. Technical certification in one or more IT disciplines or technology (Microsoft, ITIL v4 etc) ITIL v4 Certification required. Minimum 5 years’ experience in a similar role in busy environment Extensive experience with Windows 11, MAC OSX desktop platforms and Android and IOS mobile platforms. Proficient in MS Office (Word, Excel, PowerPoint) and other business tools such as Zoom and Microsoft Teams Proficient with SharePoint Online, MS Teams, MS Stream, Power Platform Exceptional analytic and troubleshooting skills for solving problems Good customer service skills and experience Ability to relate technical issue to a largely non-technical audience Effective in written and verbal communication in English Strong ability to work as part of a team and coordinate with all staff Good problem solving and analytical skills Able to work under tight deadline and cope with pressure 

RESPONSIBILITIES

SERVICE DESK SUPPORT: First point of contact and day-to-day technical support to end users. Responds to Level 1 and 2 support cases and works with internal teams and vendors on Level 3 support. Provides the user access service to WV supported IT software. Investigates, analyzes, and resolves issues affecting the users and business. Installs and performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications. Alerts team members about recurring problems.  Collaborates with different internal teams and third-party vendors to investigate issues, fulfill requests, or complete project tasks. Produces activity and status reports on issues or requests handled, when needed. Keeps checklists and scripts used for diagnostics and requests up to date.  Participates in deployment of new or upgrade information technology and infrastructure projects, including assisting co-workers and vendor partners.  Communicates technical information to both technical and non-technical personnel. TECHNICAL SUPPORT: Diagnoses and resolves issues on user devices owned and managed by World Vision International. Creates temporary solutions until permanent solutions can be implemented.  Monitors and communicates system status to teams and stakeholders. Collaborates with different internal teams and vendors to resolve technical issues. Ensures that all technical resources required are available and functioning as expected for meetings which include video conferencing, audio and visual setup, presentation enablement, etc.  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.TRAINING AND DOCUMENTATION: Ensure correct and complete details are documented into the support tickets to enable traceability, organization learning, and continual improvement. Creates and submits manuals, guides, and references to the Knowledge Base to improve reusability and consistency of solution or procedure implementations. Trains co-workers on new or existing functionality or services. Develops and delivers documentation to ensure appropriate end-user support. Create documentation or/and run trainings for the user when needed to improve our service reliability and customer experience.

REQUIRED SKILLS

Customer service, Problem solving, Customer support, CRM systems, Customer relations, Data analysis

REQUIRED EDUCATION

Bachelor's degree