Background information about the job or company (e.g., role context, company overview)

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.

Responsibilities or duties

Individuals in the Customer Support Analyst III 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 IT help desk support. They work with a broad range of user devices, enterprise applications, and provide office support for IT hardware and devices.

Customer Support members respond to requests for IT support, work with users and other IT teams to fulfill requests or resolve issues, and if necessary, escalates the problem to the appropriate level of expertise. They are responsible for documenting solutions to issues and developing end-user guidelines or knowledge articles. 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 when needed.

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.

Qualifications or requirements (e.g., education, skills)

Bachelor'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.

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

Experience needed

Minimum 5 years’ experience in a similar role in busy environment

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

Work Arrangement: Hybrid 3x onsite | Day shift

• 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.
• 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.
• Adheres to the integrity of controls, regulations and guidelines.
• Reviews operation processes to ensure consistent approval and compliance.
• Makes recommendations and changes as appropriate.
• Maintains IT inventory management for all IT equipment and/or software in accordance with company policy and procedures.
• 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.

• Windows 11, MAC OSX desktop platforms and Android and IOS mobile platforms.
• MS Office (Word, Excel, PowerPoint)
• Zoom and Microsoft Teams
• SharePoint Online, MS Teams, MS Stream, Power Platform
• Analytic and troubleshooting skills
• Customer service skills
• Ability to relate technical issue to a largely non-technical audience
• Written and verbal communication in English
• Teamwork and coordination skills
• Problem solving and analytical skills
• Ability to work under tight deadline and cope with pressure

• Bachelor'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.