Help Desk Officer 132 views2 applications


About Amref Health Africa

Founded in 1957 in Nairobi, Kenya, Amref Health Africa is the largest Africa-based international NGO, reaching 35 countries. We work to ensure every African can enjoy the right to health services by helping create vibrant networks of informed communities that work with empowered health care providers in strong health systems. Amref has over half a century of experience in delivering health care and building health systems in Africa, partnering with those at the heart of communities to bring lasting health change.

Amref Health Africa partners with the Government of Ethiopia and local communities to implement diversified health and WASH project portfolios throughout the country, focusing on three key programmatic areas: Reproductive Maternal, Neonatal, Child, Adolescent and Youth Health (RMNCAYH), Water, Sanitation and Hygiene (WASH), and Communicable and Non-Communicable diseases. Currently, our organization is part of the Jhpiego led consortium working on the five years USAID Health Workforce Improvement Program (HWIP) activity. This activity addresses critical HR challenges and augment management and implementation capacity of the Government of Ethiopia entities to improve human resources for health (HRH) management practices and address low competency of health workers.

Position: Help Desk Officer

Reports to: Information System Administrator

Duty Station:     Addis Ababa, Ethiopia

PRIMARY ROLE

The Help Desk Officer will be responsible to support the customer experience. S/he will be responsible for promptly responding to requests and troubleshoot or escalate issues that arise during the implementation process. This position will coordinate closely with the Information System Administrator and technical lead to ensure understanding of and responding to the targeted audience.

S/he is based in Jhiego’s office in Addis Ababa, Ethiopia, and is supervised by the Information System Administrator.

ESSENTIAL FUNCTIONS

User Support

·         Create and manage user accounts in line with project needs

·         Respond to and resolve support user requests within the agreed service level agreements (SLAs)

·         Troubleshoot and resolve system related problems and where required, coordinate with internal or external service providers.

·         Following up with users to ensure full resolution of issues

·         Request feedback and/or monitor calls and other methods of correspondence to improve user experience

·         Create user guides

·         Develop and implement user training / orientation sessions

·         Provide technical assistance and guidelines to users in relation to project infrastructure and context

·         Identify and escalate situations requiring urgent attention and ensure they are resolved within agreed SLA

·         Log all help desk interactions

System support

 

·         Write, edit, and revise technical and user manuals for new and updated solution

·         Resolve problems with platform and related IT systems

·         Diagnose and resolve system errors and other issues

·         Maintain hardware and software inventory

·         Stay current with system information, changes and updates

·         Flag recurring problems for a more permanent solution

·         Track and route problems and requests and document resolution

·         Administer help desk software

·         Perform other relevant duties as assigned

Job Requirements

·         Bachelor’s degree in computer science, IT or other relevant field required; training in Computer Repairs and how to Troubleshoot Problems

·         At least 3 years working experience in the information technology / information systems context, out of which 2 years experience in a Helpdesk / Customer Support role.

·         Experience in Network Repairs and Analysis; end-user support by responding to client queries, solving technical problems including client software, hardware and network system problems

·         Knowledge of relevant call tracking applications and experience of customer service practices; experience in assisting customers on phone and live chat, email, social media and web form submissions related experience and training in troubleshooting and providing help desk support

·         Specific Knowledge of other required Computer Systems for different work environments.

·         Certifications in ITIL IT service management or equivalent is an added advantage.

·         Demonstrated interest in development and health topics preferred.

·         Coordinate with internal departments and external service providers to ensure solutions.

·         Strong Computer Skills and the Ability to Troubleshoot and Diagnose Problems, make timely decisions about the most efficient solutions to issues

·         Install, format and maintain desktop and laptop computers; run repairs and replacements on computer hardware; set up, test and troubleshoot local and remote wireless access and network connectivity.

·         Familiarity with both PC and Mac Hardware and Software,

·         Good Customer Service Skills, patience in dealing with difficult customer-service situations

·         Demonstrated strong oral, written and reading comprehension abilities.

·         Proven analytical and problem-solving abilities

Ability to effectively prioritize and execute tasks in a high-pressure environment

How to Apply

If you would like to join Amref’s team, please quote the position/reference number in the subject matter and send your CV and application letter with remuneration requirements and contact details of three work-related referees, through email: [email protected],

The closing date for submitting applications is June 1, 2020. Only short-listed candidates will be contacted.

Note

Women candidates are strongly encouraged to apply.

Amref Health Africa is an equal opportunity employer and has a non-smoking environment policy

More Information

  • Job City Addis Ababa
  • This job has expired!
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Amref Health Africa (formerly the African Medical and Research Foundation) is the largest African health development non-governmental international organisation based in Africa, committed to improving health and health care in Africa. Headquartered in Nairobi,Kenya, Amref Health Africa has offices in Ethiopia, Kenya, South Sudan, Tanzania and Uganda, and regional hubs in Southern and West Africa based in South Africa and Senegal respectively. In addition, Amref Health Africa works in more than 30 African countries through its outreach, training and laboratory strengthening activities.

Amref Health Africa’ was founded in 1957, when three pioneering surgeons who wanted to take health care to places where there were no doctors or medical assistance used aircraft and radios to reach remote and neglected communities. They became known as the Flying Doctors of East Africa, which later evolved to become the African Medical and Research Foundation (AMREF), now known as Amref Health Africa.

Countries where Amref Health Africa works

To support its operations in Africa through fundraising and advocacy, Amref Health Africa has offices in Austria, Canada, France, Germany, the Netherlands, Italy, Monaco, Spain, the United Kingdom and the United States of America, and a Nordic hub based in Sweden. The Amref Flying Doctors was converted into a company limited by guarantee in 2011 to raise funds for the organisation’s charity work.

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0 USD Addis Ababa CF 3201 Abc road Full Time , 40 hours per week Amref Health Africa

About Amref Health Africa

Founded in 1957 in Nairobi, Kenya, Amref Health Africa is the largest Africa-based international NGO, reaching 35 countries. We work to ensure every African can enjoy the right to health services by helping create vibrant networks of informed communities that work with empowered health care providers in strong health systems. Amref has over half a century of experience in delivering health care and building health systems in Africa, partnering with those at the heart of communities to bring lasting health change.

Amref Health Africa partners with the Government of Ethiopia and local communities to implement diversified health and WASH project portfolios throughout the country, focusing on three key programmatic areas: Reproductive Maternal, Neonatal, Child, Adolescent and Youth Health (RMNCAYH), Water, Sanitation and Hygiene (WASH), and Communicable and Non-Communicable diseases. Currently, our organization is part of the Jhpiego led consortium working on the five years USAID Health Workforce Improvement Program (HWIP) activity. This activity addresses critical HR challenges and augment management and implementation capacity of the Government of Ethiopia entities to improve human resources for health (HRH) management practices and address low competency of health workers.

Position: Help Desk Officer

Reports to: Information System Administrator

Duty Station:     Addis Ababa, Ethiopia

PRIMARY ROLE

The Help Desk Officer will be responsible to support the customer experience. S/he will be responsible for promptly responding to requests and troubleshoot or escalate issues that arise during the implementation process. This position will coordinate closely with the Information System Administrator and technical lead to ensure understanding of and responding to the targeted audience.

S/he is based in Jhiego’s office in Addis Ababa, Ethiopia, and is supervised by the Information System Administrator.

ESSENTIAL FUNCTIONS

User Support

·         Create and manage user accounts in line with project needs

·         Respond to and resolve support user requests within the agreed service level agreements (SLAs)

·         Troubleshoot and resolve system related problems and where required, coordinate with internal or external service providers.

·         Following up with users to ensure full resolution of issues

·         Request feedback and/or monitor calls and other methods of correspondence to improve user experience

·         Create user guides

·         Develop and implement user training / orientation sessions

·         Provide technical assistance and guidelines to users in relation to project infrastructure and context

·         Identify and escalate situations requiring urgent attention and ensure they are resolved within agreed SLA

·         Log all help desk interactions

System support

 

·         Write, edit, and revise technical and user manuals for new and updated solution

·         Resolve problems with platform and related IT systems

·         Diagnose and resolve system errors and other issues

·         Maintain hardware and software inventory

·         Stay current with system information, changes and updates

·         Flag recurring problems for a more permanent solution

·         Track and route problems and requests and document resolution

·         Administer help desk software

·         Perform other relevant duties as assigned

Job Requirements

·         Bachelor's degree in computer science, IT or other relevant field required; training in Computer Repairs and how to Troubleshoot Problems·         At least 3 years working experience in the information technology / information systems context, out of which 2 years experience in a Helpdesk / Customer Support role.·         Experience in Network Repairs and Analysis; end-user support by responding to client queries, solving technical problems including client software, hardware and network system problems·         Knowledge of relevant call tracking applications and experience of customer service practices; experience in assisting customers on phone and live chat, email, social media and web form submissions related experience and training in troubleshooting and providing help desk support·         Specific Knowledge of other required Computer Systems for different work environments.·         Certifications in ITIL IT service management or equivalent is an added advantage.·         Demonstrated interest in development and health topics preferred.·         Coordinate with internal departments and external service providers to ensure solutions.·         Strong Computer Skills and the Ability to Troubleshoot and Diagnose Problems, make timely decisions about the most efficient solutions to issues·         Install, format and maintain desktop and laptop computers; run repairs and replacements on computer hardware; set up, test and troubleshoot local and remote wireless access and network connectivity.·         Familiarity with both PC and Mac Hardware and Software,·         Good Customer Service Skills, patience in dealing with difficult customer-service situations·         Demonstrated strong oral, written and reading comprehension abilities.·         Proven analytical and problem-solving abilitiesAbility to effectively prioritize and execute tasks in a high-pressure environment

How to Apply

If you would like to join Amref’s team, please quote the position/reference number in the subject matter and send your CV and application letter with remuneration requirements and contact details of three work-related referees, through email: [email protected],

The closing date for submitting applications is June 1, 2020. Only short-listed candidates will be contacted.

Note

Women candidates are strongly encouraged to apply.

Amref Health Africa is an equal opportunity employer and has a non-smoking environment policy

2020-06-02

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