Coordinator, Helpdesk at eHealth Systems Africa

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.

Keywords
Docker, Kubernetes, Terraform, Infrastructure as code, distributed systems, Continuous delivery, Linux, Amazon Web Services, Python, Travis CI, JavaScript, CouchDB, Elasticsearch, Kibana, PostgreSQL

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

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.
• 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.

Work Environment 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate, but can become louder at times due to group discussions or activities. eHA is a tobacco-free environment.

 eHA Gender Diversity Statement

At eHealth Africa, diversity is integral to who we are. We value and honor diverse backgrounds and experiences and strive to create inclusive and equitable working environments that promote continued learning, fairness and growth opportunities for all.