📍 Job Overview

Job Title: ICT Customer Support Analyst
Company: World Vision
Location: National Office, Sierra Leone
Job Type: On-site, Full-time
Category: Technical Support & Customer Service
Date Posted: June 20, 2025
Experience Level: Mid to Senior (5-10 years)
Remote Status: On-site with up to 40% travel

🚀 Role Summary

Primary Role: Diagnose and resolve customer requests, providing Level 2 and 3 help desk support.
Key Responsibilities: Improve customer support processes, evaluate and recommend client software and hardware, and ensure client needs are met according to service level agreements.
Key Skills: Problem-solving, technical support, documentation, project planning, inventory management, service level management, training, communication, coaching, client technology support, security, research, evaluation, and mentoring.

💻 Primary Responsibilities

📝 Enhancement Note:

This role requires a broad range of technical skills and experience, with a focus on customer support and problem-solving. Candidates should be comfortable working with complex hardware and software products and have strong diagnostic skills.

📈 Service Desk

First point of contact for end users, providing day-to-day technical support.
Responds to Level 2 support and works with vendors on Level 3 support.
Generates activity and status reports, and provides user access service.
Researches trouble issues affecting multiple clients and reviews checklists and scripts.
Works with vendor technical support personnel on solutions for clients.
Tracks all ICT equipment in the area of deployment.

🛠 Client Technology Support

Participates in the deployment of new or upgraded information technology and infrastructure projects.
Installs and performs minor repairs to hardware, software, and peripheral equipment.
Updates configuration management tools and develops procedures for performing configuration changes, updates, and upgrades.
Provides ongoing support of client technology.

🛠 Technical Support

Ensures all technical resources are available for meetings, including video conferencing.
Engages hardware vendors on issues to remedy them or escalates for support.
Monitors and communicates system status.
Diagnoses and resolves client workstation and mobile device hardware and software issues.
Creates temporary solutions until permanent solutions can be implemented.
Assists systems, programming, and vendor professionals as needed to resolve problems.
Coordinates the resolution of escalated application, hardware, and software problems.

🔒 Security

Adheres to the integrity of controls, regulations, and guidelines.
Reviews operational 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.

📈 Service Level Management

Collaborates in the development of service-level objectives and takes steps to meet or exceed targets.
Monitors service-level objectives to ensure requirements are met or exceeded.
Makes recommendations to approve performance and client satisfaction metrics.
Follows up in a timely manner to ensure customer satisfaction.

📈 Service Improvements

Tracks performance metrics.
Reviews tracking logs to identify recurring problems or problems affecting a large number of clients.
Develops procedures and controls for service improvements.
Recommends solutions to common problems and updates frequently asked questions documentation.

🔬 Testing

Participates in integration and user acceptance testing.

🎓 Training

Trains co-workers on new or existing functionality or services.
Identifies customer training needs based on common problems.

📄 Documentation

Creates, modifies, and reviews documentation of issue resolutions.
Develops and delivers documentation to ensure appropriate end-user support.
Creates and submits documented resolution to the Knowledge Base.
Updates manuals/guides to incorporate new recommended products.

📣 Communications/Consulting

Alerts team members about recurring problems.
Communicates technical information to both technical and non-technical personnel.

🔄 Business Continuity

May provide input to the design of backup and recovery procedures.

🔎 Research/Evaluations

Designs standard image and designs alternate images, as needed.
Evaluates and recommends new standard products for the corporate standards list.
Participates in working groups related to standards.

🧑‍🏫 Coaching/Mentoring

Mentors less experienced staff in multiple areas of expertise.

🎓 Skills & Qualifications

Education:

Associate’s degree or technical institute degree/certificate in Computer Science, Information Systems, or other related fields. Or equivalent work experience.

Experience:

Typically requires 5-7 years of relevant technical and business work experience.

Required Skills:

Strong problem-solving and diagnostic skills.
Effective written and verbal communication in English.
Willingness and ability to travel domestically and internationally up to 40% of the time.

Preferred Skills:

Experience with customer support software and ticketing systems.
Familiarity with ITIL (Information Technology Infrastructure Library) framework.
Knowledge of multiple operating systems (Windows, macOS, Linux) and mobile platforms (iOS, Android).

📊 Web Portfolio & Project Requirements

Portfolio Essentials:
- Demonstrate strong problem-solving skills through case studies or examples of resolved technical issues.
- Showcase experience with customer support software and ticketing systems.
- Highlight any experience with ITIL framework and multiple operating systems/mobile platforms.
Technical Documentation:
- Provide examples of documentation created for end-users or technical teams.
- Include any process improvement initiatives or service level agreements (SLAs) developed.

💵 Compensation & Benefits

Salary Range: Research pending, as salary information is not provided in the job listing.
- 📝 Enhancement Note: Based on industry standards for mid to senior-level technical support roles in Sierra Leone, the estimated salary range is approximately SLL 12,000,000 - 18,000,000 (USD 1,200 - 1,800) per month.
Benefits:
- Not specified in the job listing.
- 📝 Enhancement Note: Common benefits for mid to senior-level technical support roles may include health insurance, retirement plans, and performance-based bonuses.
Working Hours: 40 hours per week, with up to 40% travel.

🎯 Team & Company Context

🏢 Company Culture

Industry: Non-profit, humanitarian organization focused on child welfare and poverty alleviation.
Company Size: Approximately 33,000 employees worldwide.
Founded: 1950.
Team Structure:
- The ICT department works closely with various teams across the organization to provide technical support and ensure smooth operation of IT systems.
- The role of ICT Customer Support Analyst likely works within a team of technical support professionals, collaborating with systems, programming, and vendor professionals.
Development Methodology:
- World Vision follows agile methodologies for project management and service delivery.
- The ICT department focuses on continuous improvement, with a strong emphasis on customer satisfaction and service level agreements.
Company Website: World Vision

📈 Career & Growth Analysis

Web Technology Career Level: Mid to Senior (5-10 years of experience).
Reporting Structure: The ICT Customer Support Analyst reports to the ICT Manager or a similar role within the organization's IT department.
Technical Impact: This role has a significant impact on user experience and productivity, as it ensures that technical issues are resolved promptly and efficiently.
Growth Opportunities:
- Career Progression: With experience and strong performance, candidates may advance to senior technical support roles, team leadership positions, or move into other areas of IT, such as systems administration or software development.
- Technical Skill Development: The role offers opportunities to gain experience with various hardware and software products, as well as exposure to different operating systems and mobile platforms.
- Technical Leadership: As an experienced professional, the candidate may have opportunities to mentor junior team members and contribute to process improvement initiatives.

🌐 Work Environment

Office Type: On-site, with up to 40% travel domestically and internationally.
Office Location(s): National Office, Sierra Leone.
Workspace Context:
- The workspace is likely a shared office environment with other technical support professionals.
- The role may require access to multiple workstations, mobile devices, and testing environments to diagnose and resolve technical issues.
- Collaboration with various teams across the organization is essential for understanding user needs and providing effective technical support.
Work Schedule: Full-time, with up to 40% travel.
- 📝 Enhancement Note: The work schedule may vary depending on the organization's needs and the candidate's specific role within the team.

📄 Application & Technical Interview Process

Interview Process:
- 📝 Enhancement Note: The interview process for this role is not specified in the job listing. However, candidates can expect a combination of phone or video screens, technical assessments, and on-site interviews.
- Process Step 1: Phone or video screen to assess communication skills and basic technical knowledge.
- Process Step 2: Technical assessment, focusing on problem-solving skills, diagnostic capabilities, and familiarity with customer support software and ticketing systems.
- Process Step 3: On-site interview, including a tour of the office and meetings with team members to assess cultural fit and team dynamics.
- Process Step 4: Final evaluation, focusing on the candidate's understanding of the role, their fit within the team, and their long-term career goals.
Portfolio Review Tips:
- Highlight strong problem-solving skills and experience with customer support software and ticketing systems.
- Include examples of process improvement initiatives or service level agreements (SLAs) developed.
- Showcase any experience with ITIL framework and multiple operating systems/mobile platforms.
Technical Challenge Preparation:
- Brush up on problem-solving skills and familiarity with customer support software and ticketing systems.
- Review the ITIL framework and any relevant processes or procedures used by World Vision.
- Prepare for questions about experience with multiple operating systems and mobile platforms.
ATS Keywords:
- Programming Languages: Not applicable for this role.
- Web Frameworks: Not applicable for this role.
- Server Technologies: Not applicable for this role.
- Databases: Not applicable for this role.
- Tools: Customer support software, ticketing systems, ITIL framework, multiple operating systems, mobile platforms.
- Methodologies: ITIL, Agile, project management.
- Soft Skills: Problem-solving, communication, teamwork, customer service, process improvement.
- Industry Terms: Customer support, technical support, help desk, service level agreements (SLAs), ITIL, agile, project management.

🛠 Technology Stack & Web Infrastructure

Customer Support Software & Ticketing Systems: Not specified in the job listing.
- 📝 Enhancement Note: Common customer support software and ticketing systems include Zendesk, Jira Service Management, Freshdesk, and Zoho Desk.
ITIL Framework: The Information Technology Infrastructure Library (ITIL) is a set of best-practice guidelines for IT service management.
- 📝 Enhancement Note: Familiarity with ITIL is preferred, as it provides a common language and approach to managing IT services and processes.
Multiple Operating Systems & Mobile Platforms: Not specified in the job listing.
- 📝 Enhancement Note: Experience with Windows, macOS, Linux, iOS, and Android is preferred, as the role may require supporting users on various platforms.

👥 Team Culture & Values

Customer Support Values:
- User Focus: Prioritize user needs and ensure customer satisfaction.
- Problem-Solving: Develop and implement effective solutions to technical issues.
- Continuous Improvement: Regularly review and improve processes and services.
- Collaboration: Work closely with various teams across the organization to understand user needs and provide effective technical support.
Collaboration Style:
- Cross-Functional Integration: Work closely with various teams, including end-users, to understand their needs and provide effective technical support.
- Code Review Culture: Not applicable for this role.
- Knowledge Sharing: Share expertise and best practices with team members and other departments.
- Technical Mentoring: Mentor junior team members and contribute to process improvement initiatives.

⚡ Challenges & Growth Opportunities

Technical Challenges:
- User Expectations: Manage user expectations regarding response times, resolution times, and service level agreements (SLAs).
- Complex Issues: Diagnose and resolve complex technical issues, often working with multiple teams and vendors.
- Process Improvement: Identify and implement process improvements to enhance customer support services and meet service level agreements (SLAs).
- Emerging Technologies: Stay up-to-date with emerging technologies and their potential impact on customer support services.
Learning & Development Opportunities:
- Technical Skill Development: Gain experience with various hardware and software products, as well as exposure to different operating systems and mobile platforms.
- Process Improvement: Contribute to process improvement initiatives and service level agreement (SLA) development.
- Leadership Development: Develop leadership skills through mentoring junior team members and contributing to team decision-making processes.

💡 Interview Preparation

Technical Questions:
- Problem-Solving: Describe a complex technical issue you've resolved and the steps you took to diagnose and resolve it.
- Customer Support: Explain your approach to managing user expectations and ensuring customer satisfaction.
- Process Improvement: Discuss a process improvement initiative you've led or contributed to, and the results achieved.
- ITIL Framework: Describe your experience with the ITIL framework and how you've applied it to improve IT service management.
Company & Culture Questions:
- Company Mission: Explain why you're interested in working for World Vision and how your skills and experience align with the organization's mission.
- Team Dynamics: Describe your preferred working style and how you've adapted to different team dynamics in previous roles.
- Customer Focus: Explain how you ensure that customer needs are met and exceeded in a technical support role.
Portfolio Presentation Strategy:
- Problem-Solving: Highlight strong problem-solving skills through case studies or examples of resolved technical issues.
- Customer Support: Showcase experience with customer support software and ticketing systems, as well as any process improvement initiatives or service level agreements (SLAs) developed.
- ITIL Framework: Demonstrate familiarity with the ITIL framework and how you've applied it to improve IT service management.

📌 Application Steps

To apply for this ICT Customer Support Analyst position:

Submit your application through the application link provided in the job listing.
Customize your resume to highlight relevant technical skills and experience, with a focus on problem-solving, customer support, and process improvement.
Prepare a portfolio showcasing strong problem-solving skills, experience with customer support software and ticketing systems, and any process improvement initiatives or service level agreements (SLAs) developed.
Research World Vision's mission, values, and culture to ensure a strong fit with the organization and team dynamics.
Prepare for the interview process, focusing on problem-solving skills, customer support experience, and familiarity with the ITIL framework.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.