JOB OPPORTUNITY

Customer Support Analyst /ICT Officer - Erbil (Part Time: 6hrs Per Day)

World Vision International is a Christian relief, development and advocacy organization dedicated to working with children, families and their communities worldwide to reach their full potential by tackling the causes of poverty and injustice. World Vision - Iraq Office is looking for a highly qualified and motivated person for the position of Customer Support Analyst /ICT Officer - Erbil (Part Time: 6hrs Per Day).

Job Description:

Open Date: April'02, 2025

Application Closing Date: April'12, 2025

JOB PURPOSE:

Individuals in the Customer Support Analyst II role are 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. They work with a broad range of infrastructure products and complex client technology services and support area of IT. They 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.

Individuals in the Customer Support job family require an understanding of the foundation architecture, hardware and software used by the organization. They demonstrate skill in various custom or packaged hardware and software. They have the ability to gather information on issues and have diagnostic capabilities to enable them to describe or resolve problems. These individuals ensure that client needs are addressed and resolved in accordance with service level agreements.

MAJOR RESPONSIBILITES:

PROJECT PLANNING: 
•    Provides input during project planning and requirements phase.

SERVICE DESK:

- First point of contact and day-to-day technical support to end users.

- Responds to Level 2 support and works with vendors on Level 3 support.

- Generates activity and status reports. 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.

SERVICE LEVEL MANAGEMENT:

- 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.

SERVICE IMPROVEMENTS:
- Tracks performance metrics.
- Reviews tracking log to identify recurring problems, or problems affecting a large number of clients. 
- Develops procedures and controls for service improvements.
 

INTERNAL COLLABORATION:

- Collaborates with the Regional IT community to share common problems, design solutions and maximize the effectiveness of local projects.

- Following the responsibilities assigned based on the Regional Services Model for NO mutual benefit.

CLIENT TECHNOLOGY SUPPORT:

- 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.

-Updates configuration management tools.

-Develops and documents procedures for performing configuration changes, updates and upgrades.

- Provides on-going support of client technology.

TECHNICAL SUPPORT:

- Ensures that all technical resources are available for meetings that include video conferencing.

- Engages the hardware vendors on issues to remedy issues or escalates for support.

-Monitors and communicates system status.

-Diagnoses and resolves client workstation and mobile device hardware and software issues.

- Creates temporary solutions until permanent solutions can be implemented.

- Assists systems, programming and vendor professionals as needed to resolve problems.

-Coordinates the resolution of escalated application, hardware and software problems.

- May provide input to the design of backup and recovery procedures

SECURITY:

- Adheres to the integrity of controls, regulations and guidelines.

- Reviews operation processes to ensure consistent approval and compliance.

- Makes recommendations and changes as appropriate.

INVENTORY MANAGEMENT:

- Maintains IT inventory management for all IT equipment and/or software in accordance with company policy and procedures.

TRAINING:

- Trains co-workers on new or existing functionality or services.

- Identifies customer training needs based on common problems.

- Help Improve the overall digital literacy and dexterity of colleagues.

DOCUMENTATION:

- 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.

COMMUNICATIONS/CONSULTING:

- Alerts team members about recurring problems.

- Communicates technical information to both technical and non-technical personnel.

VENDOR MANAGEMENT:

-    Identifies and confirms performance problems and notifies contract managers.

Support NO Marketing Department:

- Provide IT recommendations and explore solutions aimed to improve business processes of digital fundraising.

KNOWLEDGE/QUALIFICATIONS FOR THE ROLE:

Required Professional Experience

•  Typically requires 5-7 years of relevant technical and business work experience or equivalent work experience in IT Customer Support positions
  •    Willingness and ability to travel domestically and internationally, as necessary. 
  •    Effective in written and verbal communication in English.

* Ability to speak English, Arabic and Kurdish language 

Required Education, training, license, registration, and certification
•    Or IT Industry Certifications (Microsoft, Cisco, Linux, Networking etc)
Or equivalent work experience.
•    Demonstrated knowledge of complex hardware and software products and problem solving / diagnostic skills.

Preferred Knowledge and Qualifications
•    Strong communication and problem-solving skills.
•    Strong analytical and detail orientation skills and ability to produce clear written reports.

Travel and/or Work Environment Requirement:
- The position requires ability and willingness to travel domestically and internationally up to 25% of the time.   

Applicant Types Accepted:

Local Applicants Only

Only short-listed candidates will be contacted.

Mode of Application:

If you are interested in this position, to apply, please register at: https://worldvision.wd1.myworkdayjobs.com/en-US/WorldVisionInternational/details/Customer-Support-Analyst-II--ICT-Officer---Erbil--Part-Time--6hrs-Per-Day-_JR41271

No information inquiries will be handled over the phone. Only short-listed candidates will be notified for the interview. The deadline for application is April’ 12, 2024.

As a Child focused organization, World Vision is committed to the protection of children and does not employ staff whose background is not suitable for working with children. All employment is conditioned upon the successful completion of all applicable background checks