Graduate Help Desk Assistant Job at eHealth Africa

eHealth Africa is focused on improving healthcare by creating effective ways to implement reliable health information management systems. We have developed eHealth and mHealth solutions that can be rapidly deployed to manage patient information, streamline clinical procedures, and provide data and analysis on health program outcomes. eHealth Africa is recruiting to fill the position below: Job Title: Help Desk Assistant Location: Kano Summary

• The Network Support (NS) provides network support assistance and performs a variety of technical duties related to the installation and maintenance of the computer network, communications hardware and software systems at eHA including network and application servers, routers, Firewall, LAN, WAN, phone systems and PC workstations.
• S/he works on various network hardware/software to ensure that network devices are implemented, maintained and available for use.

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned.
• Troubleshooting Network issues via phone calls, remotely by tel netting and other available means.
• Provide technical support to Departments and Projects via phone calls and to walk-in users.
• Provides support to end users on a variety of issues.
• Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution.
• Has knowledge of commonly-used concepts, practices, and procedures within a particular field.
• Relies on instructions and pre-established guidelines to perform the functions of the job.
• Facilities maintenance (monitoring of UPS, fire alarm, access control  and temperatures of rooms and ceilings).
• Facilities provisioning setting up meeting Audio Visual equipment's, display screens, system configurations.
• Participate in  24/7 Help Desk operations which involves network surveillance and alarm reporting utilizing network monitoring and surveillance software across all locations where eHealth Africa has installation.
• Register and raise tickets for all queries/complaints reported to the help desk via phone calls, emails, and other channels of communication.
• Review and general clean-up of queued issue tickets on the ticketing system.
• Ensure timely resolution of trouble tickets to conform with agreed Turn Around Time (TAT).
• Ensure timely follow up with customers via e-mails or phone calls to ensure Service Level Agreement is maintained.
• Setting up of new and old staff mobile phones and ensuring line activation.
• Maintenance of technical documentation (for NOC) of processes and procedures used throughout normal operations.

• The requirements listed below are representative of the knowledge, skill and/or ability required to successfully perform this job.
• Good listening and communications skills.
• Works under immediate supervision.
• Primary job functions do not typically require exercising independent judgement.
• Must be able to communicate fluently with English, French, Hausa and one foreign language.
• BSc/HND in relevant course from a reputable institution.
• Has knowledge of commonly-used concepts, practices, and procedures within a help desk setup.
• Relies on instructions and pre-established guidelines to perform the functions of the job.

• Advanced computer skills, including Microsoft Windows and Microsoft Office Suite.
• Intermediate proficiency working with specialised software utilized in program.