Requirements

• Bachelor's degree in computer science, Information Technology, BBIT, Electrical and Electronic Engineer or other related fields. 

• Technical certification in one or more IT disciplines or technology (Microsoft, ITIL v4 etc) 

• ITIL v4 Certification required. 

• Minimum 5 years’ experience in a similar role in busy environment 

• Extensive experience with Windows 11, MAC OSX desktop platforms and Android and IOS mobile platforms. 

• Proficient in MS Office (Word, Excel, PowerPoint) and other business tools such as Zoom and Microsoft Teams 

• Proficient with SharePoint Online, MS Teams, MS Stream, Power Platform 

• Exceptional analytic and troubleshooting skills for solving problems 

• Good customer service skills and experience 

• Ability to relate technical issue to a largely non-technical audience 

• Effective in written and verbal communication in English 

• Strong ability to work as part of a team and coordinate with all staff 

• Good problem solving and analytical skills 

• Able to work under tight deadline and cope with pressure 

**SERVICE DESK SUPPORT: ****

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

• Responds to Level 1 and 2 support cases and works with internal teams and vendors on Level 3 support. 

• Provides the user access service to WV supported IT software. 

• Investigates, analyzes, and resolves issues affecting the users and business. 

• Installs and performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications. 

• Alerts team members about recurring problems.  

• Collaborates with different internal teams and third-party vendors to investigate issues, fulfill requests, or complete project tasks. 

• Produces activity and status reports on issues or requests handled, when needed. 

• Keeps checklists and scripts used for diagnostics and requests up to date.  

• Participates in deployment of new or upgrade information technology and infrastructure projects, including assisting co-workers and vendor partners.  

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

TECHNICAL SUPPORT: ****

• Diagnoses and resolves issues on user devices owned and managed by World Vision International. 

• Creates temporary solutions until permanent solutions can be implemented.  

• Monitors and communicates system status to teams and stakeholders. 

• Collaborates with different internal teams and vendors to resolve technical issues. 

• Ensures that all technical resources required are available and functioning as expected for meetings which include video conferencing, audio and visual setup, presentation enablement, etc.  

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 AND DOCUMENTATION: **

• Ensure correct and complete details are documented into the support tickets to enable traceability, organization learning, and continual improvement. 

• Creates and submits manuals, guides, and references to the Knowledge Base to improve reusability and consistency of solution or procedure implementations. 

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

• Develops and delivers documentation to ensure appropriate end-user support. 

• Create documentation or/and run trainings for the user when needed to improve our service reliability and customer experience.