Customer Support Assistant 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 1 help desk support. They work with a broad range of infrastructure products and basic networking components. They provide maintenance and support for simple to moderately complex client products and work on one or more projects concurrently as a team member.
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.
SERVICE DESK:
First point of contact and day-to-day technical support to end users.
Responds to Level I support requests via multiple sources.
Enters call data into the tracking system.
Interacts with clients in a courteous and professional manner.
Provides user access service.
Assists clients with recovery issues.
Escalates problems when necessary.
Resolution of end user Level 1 support issues.
CLIENT TECHNOLOGY SUPPORT:
Assists in the deployment of new or upgraded images, software and hardware for multiple clients.
Configures and installs desktop PCs, peripheral equipment, laptops and other mobile devices.
Performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
Provides on-going support of client technology.
End users have required technology.
End users receive required technical support for hardware and software issues.
TECHNICAL SUPPORT:
Provides technical support to meetings that include video conferencing.
Monitors and communicates system status to IT manager and internal management.
Diagnoses and resolves client workstation and mobile device hardware and software issues
Customer satisfaction achieved for video conferencing services.
End users receive required technical support for workstation and mobile device issues.
SECURITY:
Maintains passwords and users credentials to assure systems security and data integrity
Passwords and user credentials are secure.
Documentation:
Maintain and manage the IT filling system
Documents problem status and resolution in tracking log.
Documents solutions to common problems and responses to frequently asked questions
Complete and accurate documentation for use within the IT organization.
COMMUNICATIONS/CONSULTING:
Alerts team members about recurring problems.
Communicates updates on issues in a timely manner to ensure client satisfaction and productivity.
High level of customer satisfaction and productivity.
Adhere to WV Child and Adult Safeguarding policy and standards.
To be aware and prepared to implement WV Afghanistan Humanitarian and Emergency Affairs plan under the context of IT interventions
Staff up-to-date on functionality and services being supported.
KNOWLEDGE/QUALIFICATIONS FOR THE ROLE
Required Professional Experience
Typically has 1 to 2 years of IT work experience in computer systems & support.
Required Education, training, license, registration, and certification
Associate’s Degree, or technical institute degree/certificate in Computer Science, Information Systems, or other related field or equivalent work experience. Bachelor’s degree is preferred.
Demonstrated working knowledge of basic hardware and software products and problem solving/diagnostic skills
Preferred Skills, Knowledge and Experience
Bachelor’s degree in Computer Science, Information Systems, or other related field is preferred
Travel and/or Work Environment Requirement
Willingness and ability to travel domestically and internationally, as necessary
Physical Requirements
Language Requirements
Fluent in verbal and written English and local language.
The application closing date is 19 March 2024. Qualified applicants can apply for the position by filling in the online application form in WV Career portal. applicants can also attach their CV and cover letter in the online system. Please note that only the applications received through the online portal will be considered for this position.
Applicants can login to WV online application system by copying and pasting the following link into their web browser
Female Candidates are highly encouraged to apply
Submission Email:
https://worldvision.wd1.myworkdayjobs.com/en-US/WorldVisionInternational/details/Customer-Support-Assistant_JR30484
