The Help desk officer provides technical assistance and support related to use of the DHPRS data platforms (National DHIS 2 instance, ISS and DQA on line platforms, etc) on common problems over the phone or mail to end users.
S / he logs complaints (for : tracking resolution of issues, use in updating FAQ, providing feedback to the DHPRS data platform developers, etc), responds to enquiries, help identify problems and walk end users through the appropriate solution in real time.
Act as a first point of call for end-user queries with regards to DHPRS data platforms (National DHIS 2 instance, ISS and DQA on line platforms, etc)
Provide technical assistance and support for incoming queries and issues related to DHPRS data platforms (National DHIS 2 instance, ISS and DQA on line platforms, etc) be they based on computer systems, software, and hardware.
Perform trouble shooting using different diagnostic techniques, including ask questions, requesting for screen shots, etc to determine nature of problem.
Provide real-time support to end-users whenever they have issues
Walk end users through problem-solving process to resolve whatever issues they may have
Log all issues received into the support application for use in creating a problem management as well as knowledge management platformwhich will be a resource to help spot problems and to ease the identification of the root cause of frequent recurring incidents.
This will allow for enhanced management of the platform as it will help to improve operational efficiency by reducing the time spent to rediscover previous incidents or problems.
Redirect unresolved issues to the next level of support personnel
Provide feedback to the DHPRS data platform management team on processes and make recommendations on areas where there is need to improve
Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting
Stay current with relevant DHPRS data platform system information, changes and updates
Help update training manuals for new and revised DHPRS data platform
Follow up with customers to ensure complete resolution of issues
Prepare activity reports.
Qualifications and Experience
Bachelor’s degree in Information Science, Computer Science, Management Information Systems (MIS), IT related sciences or a Masters and 3 years’ experience implementing health information systems, customer service activities
working knowledge of fundamental operations of relevant DHPRS data platforms, hardware requirements and other equipment
knowledge of relevant call tracking applications
knowledge and experience of customer service practices
related experience and training in troubleshooting and providing help desk support
excellent hands on problem analysis and problem-solving skills
good customer service orientation
attention to detail
ability to write concise and succinct reports
proficiency in Microsoft Office
strong English writing skills and ability to communicate clearly and efficiently in email correspondence
patient and friendly even with difficult clients
ability to share advanced technical knowledge in a very simple and understandable way to a lay man
Management Sciences for Health (MSH), a global health nonprofit organization, uses proven approaches developed over 40 years to help leaders, health managers, and communities in developing nations build stronger health systems for greater health impact.
We work to save lives by closing the gap between knowledge and action in public health. Since its founding in 1971, MSH has worked in over 150 countries with policy makers, health professionals, and health care consumers to improve the quality, availability and affordability of health services.
Working with governments, donors, non governmental organizations, the private sector, and health agencies, MSH responds to priority health problems such as HIV & AIDS;
tuberculosis; malaria; maternal, newborn and child health; family planning and reproductive health; and chronic non-communicable diseases such as cancer, diabetes, and lung and heart disease.
Through strengthening capacity, investing in health systems innovation, building the evidence base, and advocating for sound public health policy, MSH is committed to making a lasting difference in global health.