Customer Support Officer World Vision Zambia

With over 70 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:

MAJOR RESPONSIBILITIES

The technical resources for which the Customer Support Officer provides support and management include

They provide maintenance and support for moderately to highly complex client services and work on one or more projects concurrently as a team member
Perform staff orientation
Work with Administration and Finance on Asset management,
Assist with IT Asset movement report,
Manage IT hardware asset portfolio with respect to risk, cost control, governance, compliance, and performance objectives.
Assist in managing the acquisition, deployment, utilization, tracking, security, and final disposition of IT assets.
Maintains passwords and users’ credentials to assure systems security and data integrity.
Adheres to the integrity of controls, regulations and guidelines.
devices including: desktop PCs; laptops; tablets; smartphones; desk phones;
software including: standard desktop applications, e.g., Office 365; specialist applications; mobile apps
network services including: cabling; patching; Active Directory; wired and wireless LAN; some VPN services; data and voice services; anti-virus software
Analytical / Information

• Provides high-quality first-line support to customers of IT services, including staff,

• Provides first-line support for the following systems, resolving issues where possible or escalating either internally or to approved external support agencies:

standard operating systems and software, including Windows OS, MAC OS, Office 2021, Office 365, installation, upgrade, troubleshooting; also some software installation and upgrades for systems supported

mobile solutions, e.g. smartphones or tablets, including device configuration, basic training of users, administration tasks on the management console

• Helps customers get the best out of business systems supported by IT by working with them to understand requirements and to deliver the best solution in each case

• Reflects on service issues arising out of support requests and other interactions with customers, and feeds back to the IT team to help improve services

• Undertakes administration tasks on the telephone management software for all supported customers

Minimum education, training and experience requirements to qualify for the position

Bachelor’s Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience.
Demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving / diagnostic skills.
1 – 3 years of IT work experience.
Willingness and ability to travel
Effective in written and verbal communication in English.
Applicant Types Accepted:

Local Applicants Only