IT Service Desk - Customer Support Analyst III

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:

As a Customer Support Analyst III, you are responsible for responding to customer requests by diagnosing and resolving technical issues, while supporting the ongoing technology needs of all employees. This includes providing Level 2 and Level 3 help desk support, and assisting in leading and coordinating activities within the client technology services and support function of IT. The role engages with a broad range of infrastructure technologies and complex client support systems. You may work on multiple projects simultaneously, either as a team member or as a technical lead.

Customer Support team members respond to IT support requests by logging incidents, generating trouble tickets, performing initial diagnosis, and resolving issues when possible. When necessary, unresolved problems are escalated to higher levels of expertise. Responsibilities also include documenting resolutions, creating end‑user guidelines, and continuously improving support processes and practices. Additionally, the role involves evaluating and recommending client hardware and software solutions and preparing proposals for new or upgraded products.

As part of this job family, you are expected to have a solid understanding of the organization’s foundational architecture, hardware, and software. You demonstrate proficiency in various custom or packaged technologies and possess strong information‑gathering and diagnostic skills to accurately describe or resolve issues. Ultimately, you ensure that client needs are effectively addressed and resolved in alignment with established service level agreements (SLAs).

QUALIFICATIONS:

• Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent work experience.
• Strong understanding of complex hardware and software systems, with solid diagnostic and problem‑solving skills.
• 6–7 years of relevant technical and business experience.
• Excellent written and verbal communication skills in English.
• Willing and able to travel domestically and internationally as required.