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Customer Support Analyst

12086-10N18105
Lilongwe
30-Nov-18

WORLD VISION INTERNATIONAL – MALAWI OFFICE – VACANT POSITION

World Vision International is a Christian and Humanitarian Organization, which is operating in about 100 countries in the world. The organization is looking for dedicated professional Christians to fill the below vacant position. World Vision Malawi (WVM) is committed to demonstrate professional, moral and spiritual responsibility, to pursue excellence in its operations and to be good stewards and to conduct the functions of World Vision in an ethical manner. As a Child focused organization, World Vision is committed to the protection of children and does not employ staff whose background is not suitable for working with children. All employment is conditioned upon the successful completion of all applicable background checks, including criminal record checks where possible.

CUSTOMER SUPPORT ANALYST ICT

World Vision International Malawi is currently looking for a dedicated professional Christians to fill the vacant position of Customer Support Analyst, Based at Northern Zone of Malawi. If you are passionate about child wellbeing and you are considering a career with a calling, we would love to talk to you

Customer Support Analyst II – 1 Position - North Zone

POSITION PURPOSE:

The Customer Support Analyst II is responsible for responding to customer requests by diagnosing and resolving problems and for supporting the ongoing technology needs of all employees by providing Level 2 and 3 help desk support. He / She work with a broad range of infrastructure products and complex client technology services and support area of IT. He / She also works on multiple projects concurrently as a team member or as a technical lead.

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.

Key Responsibilities

  • 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.

  • 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.

  • 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.

  • Adheres to the integrity of controls, regulations and guidelines.

  • Reviews operation processes to ensure consistent approval and compliance.

  • Makes recommendations and changes as appropriate.

  • Any other duties assigned from time to time by management.

Minimum Qualifications and experience

  1. Bachelor’s Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience.

  2. Demonstrated knowledge of complex hardware and software products and problem solving / diagnostic skills.

  3. Typically requires 5-7 years of relevant technical and business work experience.

  4. Willingness and ability to travel domestically and internationally, as necessary.

  5. Effective in written and verbal communication in English.