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Customer Support Analyst

at World Vision
Location Kampala, Uganda
Date Posted October 9, 2019
Category Customer Service
Currency UGX


Customer Support Analyst

Back ground

World Vision Uganda is a Christian relief, development and advocacy non-government organization dedicated to working with children, families and communities to overcome poverty and injustice. We currently work in over 82 districts in Uganda implementing projects in health & nutrition, water, sanitation & hygiene (WASH), livelihoods & community resilience, education and child protection. World Vision (WV) is committed to the protection of children and adult beneficiaries from exploitation and abuse and will not employ people whose background is not suitable for working with the beneficiaries above. All employment is conditioned upon the successful completion of all applicable background checks, including criminal record checks where possible.

Due to expansion in scope of our programmes, we are now seeking for qualified and passionate individuals willing to share in our vision and join our team in the position below.

Position: Customer Support Analyst

Report to: Customer Support Lead

Location: Kampala – National Office

Purpose of the position:

To provide ICT technical support to World Vision Uganda Staff for efficient operation of digital services and tools that impact achievement of World Vision Uganda’s child well-being aspirations in line with Our Promise 2030.

Key Outputs/Responsibilities.

Manage customer incident (In Service Now) in line with Customer Service standards.

Provide satisfactory customer support in line with World Vision Customer care standards.

Participate in digital Services improvement projects in line with project management best practices.

Contribute in the development of customer improvement surveys in line with the ICT Annual Operating plan.

Participate in capacity building/training programs for World Vision Uganda customers focused on building appreciation of core business digital services and tools.

Assist in ICT inventory management (software and hardware) in line with World Vision policies and guidelines.


Capacity building/Facilitation skills

Customer care skills

Problem solving / diagnostic skills.

Project Management skills

ITIL Training

Problem solving / diagnostic skills.

Customer care skills

Experience Requirements

At least 3 years relevant technical and business work experience.

Education Requirements

Bachelor’s Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience.