Individuals in the Customer Support Analyst II role are responsible for responding to customer requests by diagnosing and resolving problems and for supporting the ongoing technology needs of all employees by providing Level 2 and 3 help desk support. They work with a broad range of infrastructure products and complex client technology services and support area of IT. They work on multiple projects concurrently as a team member or as a technical lead.
Customer Support members respond to requests for IT support, logging problems, generating trouble tickets, attempting to diagnose and resolve problems, and if necessary, escalating the problem to the appropriate level of expertise. They are responsible for documenting solutions to problems and developing end-user guidelines. On an ongoing basis, they work to improve customer support processes and practices. In addition, they evaluate and recommend client software and hardware and write proposals for purchasing new or upgraded products.
Individuals in the Customer Support job family require an understanding of the foundation architecture, hardware and software used by the organization. They demonstrate skill in various custom or packaged hardware and software. They have the ability to gather information on issues and have diagnostic capabilities to enable them to describe or resolve problems. These individuals ensure that client needs are addressed and resolved in accordance with service level agreements.
% Time Major Activities End Results Expected
• Provides input during project planning and requirements phase. Comprehensive project plan.
First point of contact and day-to-day technical support to end users.
Responds to Level 2 support and works with vendors on Level 3 support.
Generates activity and status reports.
Provides the user access service.
Researches trouble issues which affect multiple clients.
Reviews checklists and scripts.
Works with vendor technical support personnel on solutions for clients. Technical support, documentation and reporting of end user requests, status and resolution.
Resolution of reoccurring issues.
Collaboration with vendors for solutions to client issues.
CLIENT TECHNOLOGY SUPPORT:
Participates in deployment of new or upgrade information technology and infrastructure projects, including assisting co-workers and vendor partners.
Installs and performs minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
Updates configuration management tools.
Develops and documents procedures for performing configuration changes, updates and upgrades.
Provides on-going support of client technology. End users have required technology.
Technology conforms to IT standards.
End users receive required technical support for hardware and software issues.
Configuration management tools are up-to-date with documented procedures for changes, updates and upgrades.
Ensures that all technical resources are available for meetings that include video conferencing.
Engages the hardware vendors on issues to remedy issues 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. Customer satisfaction achieved for video conferencing services.
End users receive required technical support for workstation and mobile device issues.
Use of technical expertise to resolve problems quickly.
Adheres to the integrity of controls, regulations and guidelines.
Reviews operation processes to ensure consistent approval and compliance.
Makes recommendations and changes as appropriate. Operation processes are in compliance with security policies, standards and procedures.
Identification of changes needed to improve processes or maintain compliance.
Maintains IT inventory management for all IT equipment and/or software in accordance with company policy and procedures. Up-to-date and accurate IT asset inventory.
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 that requirements are met or exceeded.
Makes recommendations to approve performance and client satisfaction metrics.
Follows up in a timely manner to ensure customer satisfaction. SLAs are met or exceeded.
Customers are satisfied with services received.
Tracks performance metrics.
Reviews tracking log 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. Problems identified and resolved quickly to maintain or improve customer satisfaction levels.
Improved service levels.
Reoccurring service problems are identified and resolved quickly.
Participates in integration and user acceptance testing. End product meets business needs.
Trains co-workers on new or existing functionality or services.
Identifies customer training needs based on common problems. Staff up-to-date on functionality and services being supported.
Training needs assessment developed based on analysis of issue trends.
Creates, modifies and reviews documentation of issues resolutions.
Develops and delivers documentation to ensure appropriate end-user support.
Creates and submits documented resolution to Knowledge Base.
Updates manuals/guides to incorporate new recommended products. Complete and accurate documentation for use within the IT organization.
Alerts team members about recurring problems.
Communicates technical information to both technical and non-technical personnel. High level of customer satisfaction and productivity.
Communication of technical information that can be understood by someone with or without technical knowledge.
May provide input to the design of backup and recovery procedures. Improved Business continuance procedures.
Designs standard image and designs alternate images, as needed.
Evaluates and recommends new standard products for corporate standards list.
Participates in working groups related to standards. Hardware and software products that meet client requirements.
Product recommendations in compliance with corporate standards.
Mentors less experienced staff in multiple areas of expertise. Transfer of knowledge in multiple areas of expertise.
KNOWLEDGE, SKILLS AND ABILITIES
Minimum education, training and experience requirements to qualify for the position:
1. Bachelor’s Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience.
2. Demonstrated knowledge of complex hardware and software products and problem solving / diagnostic skills.
1. Typically requires 5 years of relevant technical and business work experience.
2. Willingness and ability to travel domestically and internationally, as necessary.
License, registration, or certification required to perform this position:
1. Effective in written and verbal communication in English.
Include travel & work environment details.
Complete Travel and/or Work Environment statements if applicable.
• The position requires ability and willingness to travel domestically and internationally
CORE CAPABILITIES (see page 9-11)
Achieving Capabilities: Achieving quality results & service. Practicing accountability & integrity.
1. Communications for Results: Conducts discussions with and writes memoranda to all levels of colleagues and peer groups in ways that support troubleshooting and problem solving. Seeks and shares relevant information, opinions, and judgments. Handles conflict empathetically. Explains the context of inter-related situations, asks probing questions, and solicits multiple sources of advice prior to taking action. (I*)
2. Customer Service Orientation: Asks questions and conducts investigations in order to understand clients' specific needs and provides prompt, attentive service. Understands client’s expectations and takes initiatives to meet and exceed them. Monitors progress and updates client and management as to status. Educates clients in ways of using products and services. Quickly and effectively solves customer problems. Develops trust and credibility with the customer. (I*)
3. Thoroughness: Demonstrates operational agility. Uses organizational systems that result in multiple critical activities to be identified and completed on time. Renegotiates priorities as necessary. Puts systems in place and uses them to monitor and detect errors and problems. Tests and inspects outputs, and applies quality checks prior to work submission. (I*)
Thinking Capabilities: Thinking clearly, deeply and broadly. Understanding the Humanitarian Industry. Understanding World Vision’s mission and operations. Practicing innovation and change.
1. Information Seeking: Utilizes a variety of information and data sources pertaining to organizational and professional trends. Checks the source for omission and accuracy. Identifies the sources that are appropriate for specific types of information. Checks for bias and omission. Seeks out the appropriate people to approach for guidance either formally or informally depending on the type of issue. Links information in a lateral as well as linear manner. Finds hidden data. Relates and manipulates data from various sources to create a fuller picture. Investigates and uncovers root causes of a problem or issue. (I*)
2. Service Provider Assessment & Evaluation: Assesses and compares service providers and their products in meeting defined requirements. Documents findings in a report that articulates the challenges and opportunities of each option. (B*)
3. Understanding World Vision’s core “business” ministries and how WV works worldwide
Self Managing Capabilities: Demonstrating Christ-centered life and work. Learning for growth and development. Maintaining work/life balance and effectiveness.
1. Adaptability: Handles multiple projects and duties simultaneously, prioritizing as needed. Devises flexible approaches that are easily adopted by all levels and types of people. Works creatively to respond to a specific situation. Quickly resolves new challenges in a changing environment. Interprets the spirit of a policy to meet business goals and client needs. Respects and responds sensitively to others’ reluctance to change. Fosters flexibility through cross-training and developmental work assignments. (I*)
2. Openness to Learning: Analyzes errors, successes and failures, and sets strategies to rectify and increase knowledge. Solicits non-defensively performance feedback after each assignment. Identifies personal strengths and weaknesses, and defines areas for self-development. Converses with others about the effectiveness of and improvements needed to implement an idea or technique. (I*)
3. Planning and Organizing: Understands and seeks ways to improve the quality and results of one’s work. Ensures that team roles and responsibilities are defined and clearly communicated, and that the quality of the work efforts are meeting expectations. Procures resources (people, funding, material, support) to ensure that the unit’s work is produced in a prompt, quality manner. Provides input for strategic planning meetings so that they produce expected outcomes. Plans for allocation of resources in line with unit goals. Creates and implements a strategy for supporting current and future business needs. (I*)
4. Demonstrating Christ-centered life and work: Modeling a lifestyle of Christ-centered witness and service in word, deed, life, and sign
Relational Capabilities: Building collaborative relationships. Practicing gender and cultural diversity. Influencing individuals and groups.
1. Teamwork: Actively solicits ideas and opinions from others to quickly accomplish specific objectives targeted at defined business outcomes. Openly encourages other team members to voice their ideas and concerns. Shows respect for differences and diversity, and disagrees without personalizing issues. Utilizes strengths of team members to achieve optimal performance. (I*)
2. Practicing gender and cultural diversity: Respecting and valuing the uniqueness of each gender and multicultural individuals and groups
*Explanation of Proficiency Level Definitions
Proficiency scale definitions are provided to help determine an individual’s proficiency level in a specific competency. The rating scale below was created as a foundation for the development of proficiency level definitions used for assessments.
Being Developed: (BD) Demonstrates minimal use of this competency; limited knowledge of subject matter area; needs frequent assistance and close supervision for direction. Currently developing competency.
Basic: (B) Demonstrates limited use of this competency; basic familiarity of subject matter area; needs additional training to apply without assistance or with frequent supervision.
Intermediate: (I) Demonstrates working or functional proficiency level sufficient to apply this competency effectively without assistance and with minimal supervision; working/functional knowledge of subject matter area.
Advanced: (A) Demonstrates in-depth proficiency level sufficient to assist, consult to, or lead others in the application of this competency; in-depth knowledge in subject matter area.
Expert: (E) Demonstrates broad, in-depth proficiency sufficient to be recognized as an authority or master performer in the applications of this competency; recognized authority/expert in subject matter area.