Job Title: Customer Support Analyst
Organisation: World Vision International
Duty Station: Arua, Uganda
Reports to: Customer Service Lead
About US:
World Vision Uganda is a Christian Relief, Development and Advocacy Non-Government Organization dedicated to working with children, families and communities to overcome poverty and injustice. We currently work in over 41 districts in Uganda. World Vision is committed to the protection of children and we will not employ people whose background is not suitable for working with children. All employment is conditioned upon the successful completion of all applicable background checks, including criminal record checks where possible. “Our Vision for every child, Life in all its fullness. Our prayer for every Heart, the will to make it so.”
Job Summary: The Customer Support Analyst will provide support to customers efficiently and effectively using ICT Tools and Services
Key Duties and Responsibilities:
Implementing and monitoring capacity building work plans for ICT tools and services
- Attend trainings to acquire knowledge on the use and implementation of the new tools
- Collaborate with field office program managers to ensure attendance of staff during implementation
Conducting the training needs assessment process.
- Provides documentation, training, and guidance for IT clients. Establish training content (webinar/documents/video) and facilitates online and onsite training for all deployed client solutions.
Implementation and configuration of ICT tools
- Implement all ICT tools according to WVU GTD policies and procedures.
- Troubleshoot all Computing equipment with the ICT Tools to ensure a smooth run of Business processes.
- Actively 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.
- Provides on-going support of client technology. s Ensures that all technical resources are available for meetings that include video conferencing.
- Diagnoses and resolves client workstation and mobile device hardware and software issues.
- Provide technical support on enterprise IT services and personal productivity tools (Finance, HRIS, SCM solutions, O365 messaging & collaboration, Zoom, OneDrive etc
Management of requests and incidents in the service management system
- Identifying, logging and categorization of incidents and requests from users
- Investigating and diagnosis of incidents and requests from the system
- Resolution and closure of tickets in the service management system while ensuring SLA’S
- Collaborate with GTD vendors to resolve services that have been escalated externally.
- Maintain effective communication with staff to enable efficient service delivery
- First point of contact and day-to-day technical support to end users – triage, resolve or escalate reported incidents and problems.
- Generates activity and status reports. s 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.
- Provides responsive support for problems found during normal working hours as well as outside normal working hours
Implementation of ICT project rollouts
- Completion of work schedules with customer lead as directed by Global GTD
- Implement tasks timely with standards and quality expectations
- Maintain effective communication with staff during and after the project implementation.
- Participates in deployment of new or upgrade information technology and infrastructure projects, including assisting co-workers and vendor partners.
- Participate and support the deployment of partnership ministry IT solutions.
- Participate in user acceptance testing for new and emerging field solutions.
- Provide technical support on Ministry IT solutions and productivity tools (Horizon, Sponsorship operations, mobile data gathering tools etc).
ICT disposal process management
- Remove data and software off equipment to be disposed off.
- Ensure that assets for disposal go to the store and a report on the disposable assets written.
- Giving notice to user’s when their laptops or equipment is due for disposal.
ICT vendor management
- Collaborate with the programme and procurement department on the preferred tools to be procured.
- Monitor provisions on Licenses and expiry for the tools to be procured.
- Understand the warranty provisions on the ICT tools.
- Implement the WVU GTD policy on management installation of procured ICT tool.
- Understand, contextualize, and monitor the use of tools and how they impact the adult and child safeguarding policies.
- Supervise on site preventative maintenance of infrastructure
- Monitors services provided by vendors to ensure service levels meet requirements.
- Evaluates vendor solutions to ensure compliance with requirements and cost-effectiveness at the digital workplace.
- Engages the hardware vendors on issues to remedy issues or escalates for support including warranty support.
- May resolve invoice discrepancies.
Qualifications, Skills and Experience:
- The applicant for the World Vision Customer Support Analyst job should hold a Bachelor’s degree in information technology or related fields (computer science; information science; software engineering), related qualifications.
- Technical certification in one or more IT disciplines or technology e.g. ITIL v4
- At least three years of experience in a similar role
- Extensive experience with Windows 10, 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 Office 365
- Working experience on cloud-based technologies for remote deployment & support (BigFix, TeamViewer)
- Exceptional analytic and troubleshooting skills for solving problems.
- Communication for Results: Excellent communication skills with ability to engage and coherently communicate with internal and external stakeholders.
- Good customer service skills and experience
- Strong ability to work as part of a team and coordinate with all staff
- Ability to relate technical issue to a largely non-technical audience
- Effective in written and verbal communication in English
- Good problem solving and analytical skills
- Exceptional analytic and troubleshooting skills for solving problems.
How to Apply:
All suitably qualified candidates are encouraged to submit your application and complete Curriculum Vitae by applying online through visiting World Vision International’s e-recruitment jobs portal at the web link below.
Deadline: 5th June 2023