Latest Job Adverts
| HELPDESK OFFICER |
| BROADREACH |
Advert
Posted 2018-09-25 06:40:46
Broad Reach is profoundly focused
on improving the health and well-being of underserved populations across the
globe. We empower governments, donor groups, NGOs and private companies to
operate more efficiently, improving outcomes for people in need with our
intelligent solutions: A combination of our people, process and our Vantage
platform.
Purpose of the position
The Help Desk Officer (HDO)
reports into the Deployment, Maintenance and Support Lead and is the first
point of contact for customers seeking technical assistance over the phone,
chat or email or through tickets raised on the Help Desk System (HDS). The HDO
Is expected to solve basic technical problems and provide support for all Smart
Care sites while providing first line support to Implementing Partners and
Ministry of Health Help Desk Officers.
Key Accountabilities
Key accountabilities for the role
include but are not limited to:
You will
§
Support the Deployment,
Maintenance and Support Lead in developing and updating the overall work plan,
and quarterly and annual support plans.
§
Support capacity assessment of
services being provided by service providers
§
Identify, and allocate tickets,
issues or requests to relevant service providers, decision makers and IDeAS
management.
§
Support the Deployment,
Maintenance and Support Lead in monitoring ongoing support against service
level agreements, and assist in troubleshooting to prevent and resolve
potential problems in Health facilities using Smart care.
§
Report monthly on support progress.
§
Install, configure repair
laptops, desk top computers and printers
§
Install and configure windows
operating systems – currently supported versions
§
Trouble shoot relational database
management systems including SQL Server in use
§
Trouble shoot Ethernet based
local area networks, switches and hubs
§
Communicate effectively at all
levels
§
Perform other functions as
directed by the Deployment, Maintenance and Support Lead
§
Perform remote troubleshooting
through diagnostic techniques and pertinent questions
§
Investigate, test and ascertain
cause of a reported issues to be able to find and allocate the identified
issues to the correct service provider
§
Observe patterns of problems and
summarize them as frequently asked questions or trouble shooting techniques for
use by customers.
Qualifications
Essential qualifications
§
Degree in technology related
field
Experience & skills
§
Min 2 years working in a similar
role in a medium to large organization Exposure to solving system issues and
queries
§
Demonstrated experience in
providing reports to Management
§
Strong verbal and written
communication skills with the ability to interact at different levels within an
organization
§
Ability to apply knowledge and
technical skills across varying user queries
Personal qualities & Behavioral
competencies
Personal qualities
§
Flexible, dynamic and
accommodating to ensure clients receive consistent standards of service
§
Client/customer focused
§
Maintains a professional demeanor
at all times
§
Focused on continuous process
improvements
§
Collaborative nature of working
across different teams
§
Ability to effectively prioritize
and plan work
§
Be solution focused
Behavioral Competencies
§
Results orientation
§
Attention to detail
§
Problem solving
§
Client orientation
§
Self-Management
Broad Reach Culture Cornerstones
§
We serve a mission greater than
ourselves
§
We do better everyday
§
We are solutions driven not
problem focused
§ We turn all customers into raving fans
To apply for this job please visit broadreach.hua.hrsmart.com
