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 31,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!

Key Responsibilities:

Job Purpose:

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.

Handle Service Task / End-User Support:

• 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 in accordance with established procedures
• Diagnose problems systematically and evaluate multiple options before escalation
• Meet agreed service levels and proactively communicate delays or blockers
• Document problem status, troubleshooting and resolution

Endpoint, Hardware, Software & Peripheral Support:

• Configure, deploy, maintain and troubleshoot laptops, desktops, mobile devices, printers, scanners, meeting-room equipment and other IT peripherals
• Perform standard software installations, updates, upgrades and endpoint configuration
• Perform minor hardware and peripheral troubleshooting and coordinate warranty/vendor repairs
• Prepare equipment for new starters, transfers, replacements and field deployments
• Ensure endpoint configurations comply with ICT and security standards

IT Asset & Inventory Management:

• Maintain complete, accurate and current IT asset records
• Record asset allocation, movement, repair, replacement, return and disposal
• Conduct periodic physical verification and investigate discrepancies proactively
• Ensure assets are correctly assigned to users and locations
• Support the complete IT asset lifecycle

Projects, Field Support & Operational Activities:

• Independently manage assigned activities and deliverables within ICT projects
• Prepare simple implementation plans, timelines and status updates
• Identify dependencies, risks and blockers and escalate them proactively
• Provide IT support to WVL offices and field locations as required
• Travel to remote offices for installations, troubleshooting, maintenance and assessments
• Prepare required equipment, tools and documentation before field visits
• Support testing, rollouts, migrations and technology improvements

Security, Compliance & Service Continuity:

• Adhere to WVL and corporate ICT security policies, procedures and standards
• Support endpoint security, patching, encryption, MFA and other required controls
• Promptly report suspected security incidents, vulnerabilities, lost equipment or policy violations
• Protect credentials, organizational information and IT equipment
• Support business continuity and recovery procedures relevant to end-user technology

Ensure Documentation, Communications and Service Improvement:

• Create and maintain documentation of issue resolutions, procedures and troubleshooting guides
• Document solutions to common problems and contribute to the Knowledge Base
• Communicate updates on issues in a timely manner
• Alert team members about recurring problems
• Participate in integration and user acceptance testing
• Recommend practical improvements to service quality and support processes
• Train or guide co-workers on supported functionality where required.

Vendor & Procurement Support:

• Coordinate with vendors and service providers for technical support, repairs, warranties and replacements
• Track equipment sent for repair and follow up until closure
• Escalate delayed vendor actions and maintain appropriate records
• Assess technical requirements before recommending hardware or software purchases
• Ensure proposed purchases comply with ICT standards and have appropriate business/technical justification
• Follow WVL procurement and approval procedures

Perform Other Duties as Required:

• Attend relevant WVL meetings and participate in capacity-building activities as needed
• Act responsibly regarding own security and contribute to a positive security culture
• Report safeguarding incidents as required by policy
• Abide by security policies and procedures and report incidents or breaches to the appropriate manager
• Perform other duties as assigned by the Line Manager

Minimum Requirements:

• Bachelor’s degree in Computer Science or another related field. Relevant IT certifications such as Microsoft or CompTIA are an advantage.
• Demonstrated practical experience in IT service desk, desktop support or a comparable technical support role.
• Typically 2 to 3 years of IT work experience.
• Demonstrated ability to independently troubleshoot hardware, software, Windows/Microsoft 365 endpoints and basic network issues.
• Experience with IT asset management, vendor coordination and supporting multiple priorities is required.
• Effective written and verbal communication in English.
• The position requires ability and willingness to travel independently and frequently to WVL offices and field locations.
• Occasionally lift and carry IT equipment and peripherals, and perform basic physical tasks associated with IT support, such as connecting equipment, installing peripherals, and accessing equipment in office/network environments.
• Experience with Microsoft 365 administration/support, including Outlook, Teams, OneDrive and SharePoint
• Experience with Windows 10/11 endpoint administration and troubleshooting Knowledge of TCP/IP, DNS, DHCP, Wi-Fi, IP addressing and network troubleshooting
• Experience with network printers and peripheral troubleshooting IT service management / ITIL knowledge or certification
• Experience working in a multi-office or field-support environment
• Demonstrated ability to manage multiple priorities independently and communicate progress proactively

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: