Customer Support Analyst Job at World Vision Uganda

World Vision Uganda

Customer Support Analyst Job Post

Location: Jobs in Uganda 2023 - 2024

Work Hours: Full-time, 08 hours per day

Salary: UGX

No. of vacancies: 01

Deadline: 05 June 2023

Hiring Organization: World Vision Uganda

Job Details:

Purpose of the position:
To provide support to customers efficiently and effectively using ICT Tools and Services

Key Outputs/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.
• 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: Education/Knowledge/Technical Skills and Experience.
• Minimum 3 years’ experience in a similar role
• Bachelor’s degree in information technology or related fields (computer science; information science; software engineering), related qualifications.
• 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.
• Technical certification in one or more IT disciplines or technology. E.g. ITIL v4