Customer Support Analyst

Customer Support Analyst (Level 1)

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!

Key Responsibilities:

World Vision Zambia is seeking a highly motivated and customer focused Customer Support Analyst (Level 1) professional to join our Global Technology & Digital Solutions team. This frontline role provides timely, high-quality technical support to staff, ensuring seamless access to digital tools, secure systems, and IT services that enable ministry excellence and operational impact.

The ideal candidate should be passionate about delivering exceptional user experiences, solving problems, and leveraging technology to empower teams. This role plays a key part in transforming IT from a traditional support function into a strategic enabler of World Vision Zambia by streamlining processes, promoting innovation, and supporting digital adoption across the organization.

Main Responsibilities

• Serve as the first point of contact for IT support, resolving Level 1 incidents and service requests in a professional and customer-centric manner.
• Support the setup, configuration, and maintenance of ICT assets including laptops, software, collaboration tools, and user accounts.
• Provide onboarding and digital training for new staff, ensuring quick adoption of ICT systems and tools.
• Maintain accurate IT asset inventory and support procurement activities, vendor follow-ups, and warranty processes.
• Support Office 365, Teams, Zoom, SharePoint, and other collaboration platforms to enhance communication and productivity.
• Uphold cybersecurity standards, promote user awareness, and ensure compliance with IT controls.
• Contribute to innovation by identifying service improvement opportunities, recommending automation, and participating in digital transformation initiatives.

Qualifications & Experience

• Bachelor's degree in IT, Computer Science, Information Systems, or related field.
• 1–3 years of experience in technical support or help desk roles.
• Strong knowledge of Microsoft 365, collaboration tools, and basic IT troubleshooting.
• Familiarity with IT Service Management (ITSM) tools and ITIL practices.
• Excellent communication, problem-solving, and customer service skills.
• Passion for innovation and continuous improvement.
• Alignment with World Vision's Christian values and commitment to servant leadership.

Applicant Types Accepted: Local Applicants Only