ICT - Customer Support Analyst

With 75 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 33,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!

Key Responsibilities:

Individuals in the Customer Support Analyst I role are responsible for responding to customer requests by diagnosing and resolving problems and for supporting the ongoing technology needs of all employees by providing Level 1 and 2 help desk support. They work with a broad range of infrastructure products and basic networking components.  They provide maintenance and support for moderately to highly complex client products and work on one or more projects concurrently as a team member.

Customer Support members respond to requests for IT support, logging problems, generating trouble tickets, attempting to diagnose and resolve problems, and if necessary, escalating the problem to the appropriate level of expertise. They are responsible for documenting solutions to problems and developing end-user guidelines. On an ongoing basis, they work to improve customer support processes and practices.  In addition, they evaluate and recommend client software and hardware and write proposals for purchasing new or upgraded products.  

Individuals in the Customer Support job family require an understanding of the foundation architecture, hardware and software used by the organization. They demonstrate skill in various custom or packaged hardware and software. They have the ability to gather information on issues and have diagnostic capabilities to enable them to describe or resolve problems. These individuals ensure that client needs are addressed and resolved in accordance with service level agreements.

Ensure Security and Inventory Management:

• Adhere to the integrity of controls, regulations and guidelines
• Maintain IT inventory management for all IT equipment and/or software in accordance with company policy and procedures

Handle Service Task:

• First point of contact and day-to-day technical support to end users
• Respond to Level 1 and 2 support requests via the IT Ticketing system
• Enter call data into the tracking system
• Provide user access service
• Diagnose problems by evaluating multiple options
• Develop checklists and scripts for resolving routine problems.
• Provide input during project planning and requirements phase
• Escalate problems when necessary
• Document problem status and resolution in tracking log

Service Improvements and Level Management:

• Collaborate in the development of service-level objectives and takes steps to meet or exceed targets
• Explain service procedures to clients
• Follow up in a timely manner to ensure customer satisfaction
• Keep performance metrics
• Identify recurring and potential problems and notifies team members
• Recommend procedures and controls for service improvements
• Recommend ideas for improving queue time, abandoned call rates and first contact resolution

Ensure Documentation, Communications and Training:

• Create, modify and review documentation of issues resolutions
• Document solutions to common problems and responses to frequently asked questions
• Create and submit documented resolution to Knowledge Base
• Alert team members about recurring problems
• Communicate updates on issues in a timely manner to ensure client satisfaction and productivity
• Participate in integration and user acceptance testing
• Communicate suggestions on backup and recovery procedures
• Train co-workers on new or existing functionality or services

Ensure Client Technology Support:

• Coordinate the deployment of new or upgraded images, software and hardware for multiple clients
• Configure and installs desktop PCs, peripheral equipment, laptops and other mobile devices
• Follow established procedures for performing configuration changes, updates and upgrades
• Perform minor repairs to hardware, software, and peripheral equipment, following design or installation specifications
• Provide on-going support of client technology

Responsible for Technical Support:

• Provide technical support to meetings that include video conferencing
• Monitor and communicate system status
• Diagnose and resolve client workstation and mobile device hardware and software issues
• Create temporary solutions until permanent solutions can be implemented
• Assist systems, programming, and vendor professionals, as needed to resolve problems

Participate in Research and Evaluation:

• Make suggestions for the design of a standard set of] integrated products (standard image) by recommending hardware and software products to meet client requirements
• Recommend products to clients by understanding needs and referring to corporate standards list

Perform other duties as required:

• Attend Program and MEAL related meetings within WVL, and with the sector, donors, and local authorities as needed.
• Attend and participate in capacity building trainings locally and internationally.
• Attend and participate in WVL’s spiritual nurture and other organizational events.
• Act responsible of own security and actively contribute to a positive security culture.
• Report Child Protection (CP) incidents as per the safeguarding policy guidelines.
• Abide by the security policies and procedures and report any incidents or breaches to line manager and / or security manager.
• Perform other duties as assigned by Line Manager.

Minimum Requirements:

• Bachelor’s degree in computer science, Information Systems, or other related field.
• Demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving / diagnostic skills.
• Typically has 1 to 2 years of IT work experience
• English & Arabic
• The position requires ability and willingness to attend to field offices regularly.

As a Christian organisation, World Vision is founded on the biblical principles that women and men, girls and boys are created in the image of God, and of Jesus’ love for all people without discrimination. This means that we recognise and affirm the equal worth, dignity and rights of women, men, girls and boys with and without disability and all applicants will be considered for employment without attention to race, colour, religion, sexual orientation, gender identity, national origin, or disability status.

Applicant Types Accepted:

Local Applicants Only