With 75 years of experience, our focus is on 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.
Come join our 33,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!
Come join our 33,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!
Employee Contract Type:
Local - Fixed Term Employee (Fixed Term)
Job Description:
MAJOR RESPONSIBILITIES:
60% SERVICE DESK AND SYSTEM SUPPORT
- First point of contact and day-to-day technical support to end users.
- Responds to Level I support requests via multiple sources.
- Provides user access service.
- Diagnoses client problems relying mainly on checklists and training.
- Escalates problems when necessary.
- Documents problem status and resolution.
- Assists in the deployment of new or upgraded software and hardware for multiple clients.
- Configures and installs desktop PCs, peripheral equipment, laptops and other mobile devices.
- Follows established procedures for performing configuration changes, updates and upgrades.
- Performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
- Provides on-going support of client technology.
- Provides technical support to meetings that include video conferencing.
- Monitors and communicates system status to internal management.
- Diagnoses and resolves client workstation and mobile device hardware and software issues.
- Assists vendor technical expert to resolve client problems.
- Resolution of end user Level 1 support issues. Escalation to Level 2 support or supervisor, if required.
- End users have required technology.
- Technology conforms to IT standards.
- End users receive required technical support for hardware and software issues
- Customer satisfaction achieved for video conferencing services.
- End users receive required technical support for workstation and mobile device issues.
20% SECURITY & INVENTORY MANAGEMENT
- Maintains passwords and users’ credentials to assure systems security and data integrity.
- Adheres to the integrity of controls, regulations and guidelines.
- Maintains IT inventory management for all IT equipment and/or software in accordance with company policy and procedures
- Passwords and user credentials are secure.
- Maintenance of complete and accurate IT asset inventory.
20% COMMUNICATIONS AND OTHERS
- Alerts team members about recurring problems.
- Communicates updates on issues in a timely manner to ensure client satisfaction and productivity.
- May train co-workers on new or existing functionality or services.
- Documents problem status and resolution in tracking log.
- Documents solutions to common problems and responses to frequently asked questions.
- Creates and submits documented resolution to Knowledge Base.
- Perform other duties as assigned by the manager to contribute to the team performance
- High level of customer satisfaction and productivity.
- Staff up-to-date on functionality and services being supported.
- Complete and accurate documentation for use within the IT organization.
KNOWLEDGE/QUALIFICATION FOR THE ROLE
- Demonstrated working knowledge of basic hardware and software products and problem solving / diagnostic skills.
- Associate’s Degree, or technical institute degree/certificate in Computer Science, Information Systems, or other related field. Or equivalent work experience.
- Typically has 1 to 3 years of IT work experience in computer systems or support.
- Willingness and ability to travel, as necessary.
- Effective in written and verbal communication in English.
- Good communication and interpersonal skill with ability to communicate complex technical details in clear and concise manner;
- Be committed to work with the poor and have customer service-oriented mindset;
- Good spoken and written English skills;
- Good computer skills in Word, Excel, PowerPoint and email.
- Willingness to support articulate and demonstrate World Vision’s core values in meaningful ways to children and communities.
Applicant Types Accepted:
Local Applicants Only
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