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

• ITIL, Service Desk, Help Desk Management, Incident Management, Troubleshooting, User Support, Ticketing Systems, Technical Training, Windows Administration, Linux Administration, Network Configuration, Asset Management, IT Asset Inventory, Microsoft Office Suite, Customer Service, Data Management, Remote Support, Performance Metrics, Process Improvement, Vendor Management, Team Leadership, Documentation Management, Software Deployment, Collaboration Tools

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.
• 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.
• 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.

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.
• In-depth knowledge of 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 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.
• 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.
• 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 in working within specialized software utilized in program