Customer Support Analyst II, VisionFund International, Africa at World Vision Kenya

Purpose of position

The purpose of the role is responding to 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. The role is responsible for documenting solutions to problems and developing end-user guidelines. Furthermore, the role will gather information on issues and have diagnostic capabilities to enable them to describe or resolve problems. in the end, the role needs to ensure that client needs are addressed and resolved in accordance with service level agreements.

Major Responsibilities

• Responds to Level 2 support and works with GTD global teams on Level 3 support.
• Generates activity and status reports. 
• Provides the user access service.
• Researches trouble issues which affect multiple clients. 
• Trains co-workers on new or existing functionality or services.
• Identifies customer training needs based on common problems.
• Participates in deployment of new or upgrade information technology and infrastructure projects, including assisting co-workers. 
• Updates configuration management tools. 
• Develops and documents procedures for performing configuration changes, updates and upgrades. 
• Provides on-going support of client technology.
• Coordinates the resolution of escalated application problems.
• Adheres to the integrity of controls, regulations and guidelines.
• 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.
• Tracks performance metrics.
• Reviews tracking log to identify recurring problems, or problems affecting a large
• 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.
• Alerts team members about recurring problems. 
• Communicates technical information to both technical and non-technical personnel.

Required qualifications and experience

• Typically requires 2-3 years of relevant technical and business work experience.
• Bachelor’s Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience.
• Familiar with the use of new IT services (O365, services desk tools, remote working)