Amref Health Africa Help Desk Officer Jobs in Ethiopia
Amref Health Africa Help Desk Officer Jobs in EthiopiaAbout Amref Health AfricaFounded 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.
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
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
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: Etrecruitment@amref.org, apply on: www.ethiojobs.net .
The closing date for submitting applications is June 1, 2020.
Only short-listed candidates will be contacted.
Women candidates are strongly encouraged to apply.
Amref Health Africa is an equal opportunity employer and has a non-smoking environment policy
Click here to post comments
Join in and write your own page! It's easy to do. How? Simply click here to return to Job Vacancies in Africa.