Vacancy title:
Customer Support Analyst

[Type: FULL_TIME, Industry: Nonprofit, and NGO, Category: Computer & IT]

Jobs at:
World Vision

Deadline of this Job:
Tuesday, September 23 2025

Duty Station:
Lusaka | Lusaka | Zambia

Summary
Date Posted: Saturday, September 13 2025, Base Salary: Not Disclosed

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JOB DETAILS:

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.

Work Hours: 8

Experience in Months: 36

Level of Education: bachelor degree

Job application procedure

Interested and qualified? Click here to apply

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