Customer Support Analyst

World Vision


World Vision is a Christian humanitarian, development and advocacy organisation devoted to improving the lives of children, families and their communities around the world. Our 34,000+ staff members in nearly 100 countries are united in helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith.

Through our work, every 60 seconds… a family gets water… a hungry child is fed… a family receives the tools to overcome poverty.

Here’s where you come in:

As the Customer Support Analyst II, you will be 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. You will work with a broad range of infrastructure products and complex client technology services and support area of IT and will work on multiple projects concurrently as a team member or as a technical lead.

Customer Support members respond 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. They are responsible for documenting solutions to problems and developing end-user guidelines. On an ongoing basis, they work to improve customer support processes and practices. In addition, they evaluate and recommend client software and hardware and write proposals for purchasing new or upgraded products.

Requirements include:

  • Bachelor’s Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience.
  • Demonstrated knowledge of complex hardware and software products and problem-solving / diagnostic skills.
  • Typically requires 5-7 years of relevant technical and business work experience.
  • Willingness and ability to travel domestically and internationally, as necessary and when safe to do so.

  • Effective in written and verbal communication in English.

How to apply

Find the full responsibilities and requirements for this position and apply online. We will be accepting applications until the right candidate is found. Due to the number of applications received, only short-listed candidates will be contacted.

World Vision is dedicated to our team members’ development and their success. We aspire for all employees to be fulfilled through their work and their contributions to an organisation working to provide long-term sustainable solutions to the world’s most vulnerable people.

For more information on World Vision International, please visit our website: www.wvi.org. Our vision for every child, life in all its fullness. Our prayer for every heart, the will to make it so.

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