Coordinator, Helpdesk at eHealth Africa

eHealth Africa designs and implements data-driven solutions and technologies to improve health systems for and with local communities. eHA’s technology works in low connectivity settings and uses data to drive decision-making by local governments and partner agencies to get optimum results.

We are recruiting to fill the position below:

Job Title: Coordinator, Helpdesk

Location: Kano
Department: ICT Services
Employment Type: Full-Time National Employee

Purpose of the Position 

• The Coordinator, Helpdesk serves as the IT reference coordinator to provide assistance to company users of company or client provided information resources technology.
• The position coordinates basic user technical training and remediation activities, oversees the activities of agents at the help desk and ensures all pending tickets are attended to in a timely manner.
• The position conducts needs assessments, evaluates support currently being offered and develops approaches to enhance company capabilities for user support. 
• The Coordinator, help desk will work with our IT team on a wide range of projects such as network and hardware configurations, hardware and software deployment as well as with other functions teams to ensure smooth running of the organization's day-to-day operations.

What You’ll Do  
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned:

• Responsible for responding to IT Help Desk service calls and providing technical assistance related to personal computer and printer problems; troubleshoots and resolves issues. 
• Generates and assigns tracking system tickets to Help Desk Engineers when necessary, follows up on problem resolution and closes tickets. 
• Manages the lifecycle of all help desk tickets, identifies and tracks trends, monitors customer service satisfaction, and prepares related reports. 
• Responsible for the effective supervision of help desk support staff including prioritizing and assigning work, performance management, employee relations, and related activities. 
• Researches hardware and software pricing, obtains quotes and works with IT operating standards to make purchase recommendations to departments. 
• Oversees inventory receiving for all computer related inventory, manages IT asset inventory to include computers and related devices as well as software licenses to ensure compliance with vendor contractual terms. 
• You must be able to multitask and work in a stressful environment maintaining professional composure.
• You must exhibit a great amount of flexibility in delivering your duties.
• You must be flexible to undertake any other reasonable duty assigned by your supervisor
• Participates in and promotes a positive, supportive, cooperative team environment.
• You will be required to frequently travel between company worksites and client locations.
• Observes safety and security procedures.
• You must always adhere to policies and procedures.
• You will adhere to eHealth Africa Code of Conduct as well as ethical standards of the field.

Who You Are

• Minimum of a Degree in Computer Science, Computer Engineering, Software Technology or other related field or equivalent years of education and work experience or any related field.
• Five (5) years working experience in Networking/Network Administration, preferably in an NGO or an equivalent combination of education and experience.
• In-depth knowledge Network protocols, Software/Hardware and Firewall Administration.
• At least two years experience in supervisory roles.
• Experience building and managing large development organizations to deliver enterprise scale software application projects which are innovative, timely, well-planned, cost-effective, and based on sound IT principles is required.
• A strong technical background and capability to understand the complete RITE Solution Suite landscape including data, integration, applications, and infrastructure is required.
• Knowledge and expertise in the development of software using different technologies, delivery models, processes, and controls.
• Ability to assess and learn new technology quickly.
• Capability of adapting to rapidly changing business requirements is required.
• Experience with business rules management systems and decision engines is a plus.
• Deep technical knowledge of databases, distributed networks, modern programming language such as Java, device integration, security, and application integration technologies
• Strong analytical thinking, problem-solving, and organizational skills, with attention to detail.
• Proven ability to successfully handle multiple projects and meet critical deadlines.
• Experience with technology systems, informatics and strategic planning.
• Demonstrated executive/managerial skills, including experience managing complex programs.
• Demonstrated ability to manage complex budgets, develop staff, and work with executive management on both short and long term strategic planning.
• Knowledge of technology project management
• Strong leadership skills that include the ability to build effective teams, ability to motivate others, delegate, and make timely/quality decisions
• Training and presentation experience is preferred.
• Able to communicate by various modes such as verbally in-person, Mobile phone, pager, and direct connect/radio.
• Excellent interpersonal communication skills, organizational skills and great attention to detail. Must be able to work as a member of a team and possess good problem-solving skills.
• Must have flexibility in working hours, including on-call availability and the willingness to work holidays. Excellent customer service skills.
• Advanced computer skills, including Google Drive, Microsoft Windows and Microsoft Office Suite.
• Proficiency working within specialized software utilized in program

Language Ability:

• English is the spoken and written language.
• Ability to read, analyze, proof and edit documents, and interpret general business periodicals, professional journals, or government regulations.
• Ability to effectively present information and respond to questions from groups of managers, employees and the general public.

Application Closing Date
Not Specified.