Customer Support Analyst

Customer Support Analyst

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!

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.

Local Applicants Only