PURPOSE OF POSITION
Describe the purpose of this position and how this position contributes to achieving department objectives. (Describe the contribution this position makes to the management and performance of others).
Individuals in the Customer Support Analyst II 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 2 and 3 help desk support. They work with a broad range of infrastructure products and complex client technology services and support area of IT. They work 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.
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.
List statements describing the final results of this position and method of accomplishments, and how results/performance are reviewed and measured. Begin with the most important accountabilities.
End Results Expected
Comprehensive project plan.
Technical support, documentation and reporting of end user requests, status and resolution.
Resolution of reoccurring issues.
Collaboration with vendors for solutions to client issues.
CLIENT TECHNOLOGY SUPPORT:
End users have required technology.
Technology conforms to IT standards.
End users receive required technical support for hardware and software issues.
Configuration management tools are up-to-date with documented procedures for changes, updates and upgrades.
Customer satisfaction achieved for video conferencing services.
End users receive required technical support for workstation and mobile device issues.
Use of technical expertise to resolve problems quickly.
Operation processes are in compliance with security policies, standards and procedures.
Identification of changes needed to improve processes or maintain compliance.
Up-to-date and accurate IT asset inventory.
SERVICE LEVEL MANAGEMENT:
SLAs are met or exceeded.
Customers are satisfied with services received.
Problems identified and resolved quickly to maintain or improve customer satisfaction levels.
Improved service levels.
Reoccurring service problems are identified and resolved quickly.
End product meets business needs.
Staff up-to-date on functionality and services being supported.
Training needs assessment developed based on analysis of issue trends.
Complete and accurate documentation for use within the IT organization.
High level of customer satisfaction and productivity.
Communication of technical information that can be understood by someone with or without technical knowledge.
Improved Business continuance procedures.
Hardware and software products that meet client requirements.
Product recommendations in compliance with corporate standards.
Transfer of knowledge in multiple areas of expertise.
KNOWLEDGE, SKILLS AND ABILITIES
List education, knowledge & skills, licenses preferred, and all experiences required to perform this position in a fully competent manner.
Minimum Education, Training and Experience Requirements to Qualify for the Position:
List academic, technical skills or other knowledge required as a minimum qualification for this position.
List additional work experience required as a minimum qualification for this position.
2. Willingness and ability to travel domestically and internationally, as necessary.
Preferred Skills, Knowledge and Experience:
List academic, technical skills or other knowledge preferred for this position.
List additional work experience preferred for this position.
License, registration, or certification required to perform this position:
Achieving Capabilities: Achieving quality results & service. Practicing accountability & integrity.
Thinking Capabilities: Thinking clearly, deeply and broadly. Understanding the Humanitarian Industry. Understanding World Vision’s mission and operations. Practicing innovation and change.
Self Managing Capabilities: Demonstrating Christ-centered life and work. Learning for growth and development. Maintaining work/life balance and effectiveness.
Relational Capabilities: Building collaborative relationships. Practicing gender and cultural diversity. Influencing individuals and groups.
*Explanation of Proficiency Level Definitions
Proficiency scale definitions are provided to help determine an individual’s proficiency level in a specific competency. The rating scale below was created as a foundation for the development of proficiency level definitions used for assessments.
Being Developed: (BD)
Demonstrates minimal use of this competency; limited knowledge of subject matter area; needs frequent assistance and close supervision for direction. Currently developing competency.
Demonstrates limited use of this competency; basic familiarity of subject matter area; needs additional training to apply without assistance or with frequent supervision.
Demonstrates working or functional proficiency level sufficient to apply this competency effectively without assistance and with minimal supervision; working/functional knowledge of subject matter area.
Demonstrates in-depth proficiency level sufficient to assist, consult to, or lead others in the application of this competency; in-depth knowledge in subject matter area.
Demonstrates broad, in-depth proficiency sufficient to be recognized as an authority or master performer in the applications of this competency; recognized authority/expert in subject matter area.