Customer Support Analyst II
Location: [Africa] [Kenya] [Karen] Category: Information Technology Job Type: Fixed term, Full-time
PURPOSE OF POSITION:
The candidate is responsible for responding to customer requests by diagnosing and resolving
problems and for supporting the ongoing technology needs of all employees by providing help desk
support. S/he will work with a broad range of
infrastructure products and 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.
S/he responds remotely or onsite 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
within established service management processes and agreed service level agreements. The candidate
is also responsible for documenting solutions to problems and developing end-user guidelines. On an
ongoing basis, works to improve
customer support processes and practices to ensure highly quality of service and customer
satisfaction. In addition, the candidate provides technical support during major meetings internal
or external.
The role requires an understanding of the foundation architecture, hardware and software used by
the organization. S/he demonstrates skill in various custom or packaged hardware and software and
has the ability to gather information on
issues and have diagnostic capabilities to describe or resolve problems.
KEY RESPONSIBILITIES:
Service Desk:
First point of contact and day-to-day technical support to end users.
Is World Vision a good fit for me?
You should pursue a career with World Vision if you:
Location: [Africa] [Kenya] [Karen] Category: Information Technology Job Type: Fixed term, Full-time
PURPOSE OF POSITION:
The candidate is responsible for responding to customer requests by diagnosing and resolving
problems and for supporting the ongoing technology needs of all employees by providing help desk
support. S/he will work with a broad range of
infrastructure products and 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.
S/he responds remotely or onsite 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
within established service management processes and agreed service level agreements. The candidate
is also responsible for documenting solutions to problems and developing end-user guidelines. On an
ongoing basis, works to improve
customer support processes and practices to ensure highly quality of service and customer
satisfaction. In addition, the candidate provides technical support during major meetings internal
or external.
The role requires an understanding of the foundation architecture, hardware and software used by
the organization. S/he demonstrates skill in various custom or packaged hardware and software and
has the ability to gather information on
issues and have diagnostic capabilities to describe or resolve problems.
KEY RESPONSIBILITIES:
Service Desk:
First point of contact and day-to-day technical support to end users.
Is World Vision a good fit for me?
You should pursue a career with World Vision if you:
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