Customer Support Analyst at World Vision Lesotho

2715

REPORTS TO : IT COORDINATOR

LOCATION : NATIONAL OFFICE , MASERU

DURATION : FIXED TERM CONTRACT 3 YEARS

Purpose of the Position:

Individuals 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, and assisting with leading and coordinating the activities of the client technology services and support area of IT. 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.

MAJOR RESPONSIBILITIES

PROJECT PLANNING:

Provides input during project planning and requirements phase.

SERVICE DESK:

First point of contact and day-to-day technical support to end users.

Respons 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.

Reviews checklists and scripts.

Works with vendor technical support personnel on solutions for clients.

CLIENT TECHNOLOGY SUPPORT:

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.

Develops and documents procedures for performing configuration changes, updates and upgrades.

Provides on-going support of client technology.

TECHNICAL SUPPORT:

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.

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.

SERVICE LEVEL MANAGEMENT:

Collaborates in the development of service-level objectives and takes steps to meet or exceed targets.

Monitors service-level objectives to ensure that requirements are met or exceeded.

Makes recommendations to approve performance and client satisfaction metrics.

Follows up in a timely manner to ensure customer satisfaction.

SERVICE IMPROVEMENTS:

Tracks performance metrics.

Reviews tracking log to identify recurring problems, or problems affecting a large number of clients.

Develops procedures and controls for service improvements.

Recommends solutions to common problems and updates frequently asked questions documentation.

TESTING

Participates in integration and user acceptance testing.

TRAINING:

Trains co-workers on new or existing functionality or services.

Identifies customer training needs based on common problems.

DOCUMENTATION:

Creates, modifies and reviews documentation of issues resolutions.

Develops and delivers documentation to ensure appropriate end-user support.

Creates and submits documented resolution to Knowledge Base.

Updates manuals/guides to incorporate new recommended products.

COMMUNICATIONS/CONSULTING:

Alerts team members about recurring problems.

Communicates technical information to both technical and non-technical personnel.

BUSINESS CONTINUITY:

May provide input to the design of backup and recovery procedures.

RESEARCH/EVALUATIONS:

Designs standard image and designs alternate images, as needed.

Evaluates and recommends new standard products for corporate standards list.

Participates in working groups related to standards.

COACHING/MENTORING:

Mentors less experienced staff in multiple areas of expertise.

Qualifications: Education/Knowledge/Technical Skills and Experience

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

2. Must be a committed Christian, able to stand above denominational diversities.

3. Perform other duties as required.

4.

Minimum Qualification and experience required: Preferred:

1. Demonstrated knowledge of complex hardware and software products and problem solving / diagnostic skills and Providing Level 2 Support.

2. Manage network servers and technology tools Monitor network performance and integrity

3. Experience with management of Business Applications, networks (LAN, WAN) and Windows Server administration (Active Directory) and patch management

4. Create, oversee and test security measures (e.g. access authentication and disaster recovery) and Adheres to the integrity of controls, regulations and guidelines.

5. Communicates with users regularly

6. Typically requires 4-7 years of relevant technical and business work experience.

Working Environment / Conditions:

Work environment: Office-based with frequent travel to the field

Travel: 15% Domestic/international travel is required.

On call: As and when required especially for emergencies

REMUNERATION

Competitive with market standards

Closing date 16th January 2019

Apply here!

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