Customer Support Analyst – ICT

About the role

The Customer Support Analyst I provides Level 1 and Level 2 help‑desk support, diagnosing and resolving user issues while supporting the technology needs of all employees. The role works with a broad range of infrastructure products, basic networking components and participates in ICT projects.

Key responsibilities

• Respond to Level 1 and Level 2 support requests via the IT ticketing system, log incidents and escalate when necessary.
• Configure, deploy, maintain and troubleshoot laptops, desktops, mobile devices, printers, scanners and meeting‑room equipment.
• Maintain accurate IT asset records, track allocation, movement, repairs and conduct periodic physical verification.
• Provide field support to remote offices, including installations, troubleshooting and equipment assessments.
• Adhere to World Vision ICT security policies, support endpoint security measures and document solutions in the knowledge base.

Required profile

• Bachelor’s degree in Computer Science or related field; IT certifications (Microsoft, CompTIA) are a plus.
• 2–3 years of experience in an IT service‑desk or desktop‑support role.
• Effective written and verbal communication in English and willingness to travel frequently to field locations.

Required skills

• Microsoft 365 administration/support (Outlook, Teams, OneDrive, SharePoint).
• Windows 10/11 endpoint administration and troubleshooting.
• Knowledge of TCP/IP, DNS, DHCP, Wi‑Fi, IP addressing and basic network troubleshooting.
• IT asset management and vendor coordination.
• ITIL/IT service‑management concepts.