Coordinator, Helpdesk at eHealth Systems 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

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:

• Respond to IT Help Desk service calls, providing technical assistance for personal computer and printer issues; troubleshoot and resolve problems.
• Generate and assign tracking system tickets to Help Desk Engineers when necessary, follow up on problem resolution, and close tickets.
• Manage the lifecycle of all help desk tickets, identify and track trends, monitor customer service satisfaction, and prepare related reports.
• Supervise help desk support staff, including prioritizing and assigning work, conducting performance management, and addressing employee relations.
• Research hardware and software pricing, obtain quotes, and make purchase recommendations in line with IT operating standards.
• Participate in the planning and execution of IT initiatives and upgrades, ensuring minimal disruption to services.
• Maintain professional relationships with vendors and suppliers to facilitate effective service delivery and support.
• Act as a liaison between users and the IT team to communicate user needs and technical issues effectively.
• Stay current with industry trends and emerging technologies to ensure that the help desk remains effective and efficient.
• Oversee inventory management for all computer-related assets, ensuring compliance with vendor contractual terms.
• Maintain and update user documentation and FAQs to assist with common issues and provide guidance for users.
• Develop and implement training programs for staff on new technologies and software applications.
• Analyze help desk performance metrics to identify areas for improvement and implement corrective actions as necessary.
• Collaborate with IT team members on network and hardware configurations, software deployment, and other IT projects to ensure smooth operations.
• Ensure that all support processes align with established ITIL standards and best practices.

Who you are
The requirements listed below are representative of the knowledge, skill and/or ability required to successfully perform this job.

• 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.
• 4+ years of working experience in Networking/Network Administration, preferably in an NGO or an equivalent combination of education and experience.
• Experience building and managing large development organizations to deliver enterprise-scale software application projects that 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.
• In-depth knowledge of Network protocols, Software/Hardware, and Firewall Administration.
• At least two years experience in supervisory roles.
• The capability to adapt 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.
• 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 in working within specialized software utilized in program
• 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.

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.

How to Apply
Interested and qualified candidates should:
Click here to apply