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Customer Support Analyst Job Opportunities - World Vision International

Organisation: World Vision International
Reports to:  Customer Support Lead
Duty Station:  Kampala, Uganda

About US:
World Vision Uganda is a Christian Relief, Development and Advocacy Non-Government Organization dedicated to working with children, families and communities to overcome poverty and injustice. We currently work in over 41 districts in Uganda. World Vision is committed to the protection of children and we will not employ people whose background is not suitable for working with children. All employment is conditioned upon the successful completion of all applicable background checks, including criminal record checks where possible. “Our Vision for every child, Life in all its fullness. Our prayer for every Heart, the will to make it so.”
Job Summary:  The Customer Support Analyst will provide ICT technical support to World Vision Uganda Staff for efficient operation of digital services and tools that impact achievement of World Vision Uganda’s child well-being aspirations in line with Our Promise 2030.

Key Duties and Responsibilities: 
  • Manage customer incident (In Service Now) in line with Customer Service standards.
  • Provide satisfactory customer support in line with World Vision Customer care standards.
  • Participate in digital Services improvement projects in line with project management best practices.
  • Contribute in the development of customer improvement surveys in line with the ICT Annual Operating plan.
  • Participate in capacity building/training programs for World Vision Uganda customers focused on building appreciation of core business digital services and tools.
  • Assist in ICT inventory management (software and hardware) in line with World Vision policies and guidelines.

Qualifications, Skills and Experience: 
  • The applicant for the World Vision Customer Support Analyst job placement should preferably hold a Bachelor’s Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience.
  • Three years of relevant technical and business work experience.
  • Capacity building/Facilitation skills
  • Customer care skills
  • Problem solving / diagnostic skills.
  • Project Management skills
  • ITIL Training
  • Problem solving / diagnostic skills.
  • Customer care skills

How to Apply:
All suitably qualified candidates are encouraged to apply online by visiting World Vision International’s e-recruitment jobs portal at the web link below.

Please follow instructions on How to Create Account and Profile at World Vision’s e-recruitment portal.  Qualified female candidates are particularly encouraged to apply.

Deadline: 15th October 2019

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