Customer Support Analyst

• 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.
  
• 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
  

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.