Customer Support Analyst
Provide Level 1 and Level 2 IT support to end-users.
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Overview
Provide Level 1 and Level 2 IT support to end-users.
You have:
- Degree in IT, Computer Science, or related field.
- 3+ years of experience in IT support or help desk roles.
- Strong troubleshooting and diagnostic skills.
- Familiarity with cloud platforms, AI-enhanced support tools, and cybersecurity protocols.
- Experience with ticketing systems, remote support tools, and self-service platforms.
- Excellent communication and documentation skills.
- Ability to adapt to fast-paced, evolving environments.
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!
Key Responsibilities:
Job Summary
The Customer Support Analyst plays a critical role in ensuring smooth IT operations by providing Level 1 and Level 2 technical support to end-users across the organization. They serve as the first point of contact for IT-related issues, working to diagnose, resolve, and escalate problems efficiently while maintaining high service standards.
Key Responsibilities
- Provide Level 1 and Level 2 support for hardware, software, and network issues.
- Respond to and manage support tickets using modern help desk platforms.
- Utilize AI-powered tools and automated workflows to streamline support processes.
- Support remote and hybrid users through cloud-based and virtual desktop infrastructure (VDI) tools.
- Maintain and update self-service portals and knowledge bases.
- Collaborate with cross-functional teams to resolve complex issues and improve user experience.
- Document solutions and contribute to continuous improvement initiatives.
Required Skills & Qualifications
- Degree in IT, Computer Science, or related field.
- 3+ years of experience in IT support or help desk roles.
- Strong troubleshooting and diagnostic skills.
- Familiarity with cloud platforms, AI-enhanced support tools, and cybersecurity protocols.
- Experience with ticketing systems, remote support tools, and self-service platforms.
- Excellent communication and documentation skills.
- Ability to adapt to fast-paced, evolving environments.
Applicant Types Accepted:
Local Applicants Only
Potential interview questions
| Can you describe a time when you resolved a complex IT issue? | This assesses your problem-solving skills and technical knowledge. | Provide a clear step-by-step account of the situation and your approach. |
| How do you prioritize competing support tickets? | This evaluates your organizational and time management skills. | Pro members can see the explanation. |
| What tools have you used for remote desktop support? | Pro members can see the explanation. | Pro members can see the explanation. |
| How do you ensure effective communication with non-technical users? | Pro members can see the explanation. | Pro members can see the explanation. |
| Describe your experience with cloud platforms and how you've utilized them in support roles. | Pro members can see the explanation. | Pro members can see the explanation. |
| Can you give an example of how you've improved a process in your previous roles? | Pro members can see the explanation. | Pro members can see the explanation. |
| What steps do you take to document solutions for future reference? | Pro members can see the explanation. | Pro members can see the explanation. |
| How do you handle a situation where you do not have an immediate answer to a user's problem? | Pro members can see the explanation. | Pro members can see the explanation. |
Added 9 months ago
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Updated 9 months ago
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Source:
wvi.org
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