Management Systems International Help Desk Officer, USAID Evidence for Health Project Jobs in Zambia

Management Systems International Help Desk Officer, USAID Evidence for Health Project Jobs in Zambia


Position Summary:

  • The Help Desk Officer (HDO) is responsible for providing training, mentorship and support to Health Care Workers (HCWs) seeking technical assistance through the phone, chat, email or through tickets raised on the Help Desk System (HDS). The HDO solves basic technical challenges and provides remote technical support to staff at Ministry of Health (MoH) national level, the provinces, districts and Health Facilities.

  • The HDO investigates, tests and ascertain the causes of reported issues and allocates them to the correct service provider to be resolved. All reported issues are recorded in the Help Desk System and/or escalated in line with the escalation procedures provided. Regularly the HDO is expected to observe patterns of reported challenges and queries and summarize them for use by decision makers to initiate appropriate interventions.

  • The HDO prevents disruption of services at health facilities by encouraging early reporting and solving of issues and ensure that service providers including technicians, suppliers, developers, network specialists or supervisors/management are responsive to prevailing issues in line with the agreed service level standards or agreements. This position is a full-time and will report to the Senior HMIS Advisor.

    Responsibilities:

    • Support the supply side capacity assessment of support services by service providers.

    • Identify and allocate tickets, issues or requests to relevant service providers, decision makers and management.

    • Support the DDUs in troubleshooting reported challenges at Health Facilities using District Health Information Software (DHIS2).

    • Configure and repair laptops, desk top computers and printers.

    • Install and configure windows operating systems on computers.

    • Trouble shoot database management systems and internet based local area networks, switches and hubs.

    • Maintain WEB servers and respond to all technical client queries.

    • Report progress of support work monthly.

    Qualifications:

    • Bachelor’s degree in computer Science or related field required.

    • Minimum of three years of relevant job experience.

    • Strong working knowledge of computer systems – hardware and software.

    • Demonstrate functional knowledge and experience with the Ministry of Health’s HMIS.

    • Ability to produce high quality work under deadlines.

    • Ability to work on a team, problem solve, and demonstrate analytical skills.

    • Strong communication and interpersonal skills.

    • Experience with USAID projects and/or deliverables strongly preferred.

    • Fluency in written and spoken English required.

  • Experience in Months: 36

  • Level of Education: Bachelor Degree

    How to Apply

  • For more information and job application details, see; Management Systems International Help Desk Officer, USAID Evidence for Health Project Jobs in Zambia


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