Associate, Helpdesk

Kano Municipal    19-11-2021


eHealth Africa (eHA) designs and implements data-driven solutions and technologies to improve health systems for and with local communities. eHA’s technology works in low connectivity settings, and smartly uses data to drive decision-making by local governments and partner agencies to get optimum results.

We are recruiting to fill the position below:

Purpose of the position

  • The Associate helpdesk will be primarily responsible for answering queries and addressing system and user issues in a timely and professional manner.
  • The associate will also be responsible for the operations of secure and highly available computing platforms, servers, and networks through active monitoring.

What you’ll do

  • Provide first-line response to requests for technical assistance received by phone, email, remote desktop, and help desk emails
  • Maintain and support local and remote employee computers, tablets, smartphones, servers, printers, network equipment, and common applications
  • Assemble, install, troubleshoot all PC, Server, Network hardware, and software
  • Resolve all PC, Server, Network hardware, and software issues
  • Responsible for PC’s, Printers, Servers, and related equipment (monitor, keyboard, mouse, hard drive, etc)
  • Automate the setup of various in-house applications
  • Install, upgrade, and continuously improve the company operating environment
  • Maintain the ongoing reliability, performance, and support of the infrastructure. This includes monitoring operating environments.
  • Responding to incidents, problems, and planning for growth.
  • Deploy the release of new technologies as well as design, install, configure, maintain and perform testing of PC/server operating systems, networks, and related utilities and hardware
  • Assist with onboarding of new users
  • Monitor and manage fleet dispatch systems.
  • Follow-up on helpdesk issues/requests until resolved
  • As required, participate in after-hours projects and/or on-call rotation shifts
  • Provide updates, status and completion reports to supervisors and user
  • Help track and inventory all computer hardware via a ticketing system
  • 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 when required
  • Provide ad hoc support to projects and partners
  • Observe safety and security procedures.
  • You must always adhere to policies and procedures.
  • You will adhere to the eHealth Africa Code of Conduct as well as ethical standards of the field

Who You Are

  • Bachelor's Degree in Computer Science, Computer Engineering, Software Technology, or other related field or equivalent years of education and work experience or any related field.
  • One - Two (1-2) years working experience in Networking/Network Administration, preferably in an NGO or an equivalent combination of education and experience.
  • Ability to assess and learn new technology quickly.
  • The capability of adapting to rapidly changing business requirements is required.
  • Experience with business rules management systems and decision engines is a plus.
  • 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.
  • Basic computer skills, including Google applications, Microsoft Windows, and Microsoft Office Suite.
  • Proficiency working within specialized software utilized for ticketing and managing escalations.

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.

How to Apply

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