Position Summary:
The Intern Service Desk Support will collaborate closely with the Service Desk Lead to deliver organized assistance to end users while providing emergency technical support to HIS teams, adhering to the established Service Desk framework. This position maintains the operational readiness and accessibility of the Service Desk, facilitating seamless issue reporting and feedback collection across diverse communication channels, such as a toll-free call center, WhatsApp user groups, Service Desk software, email, and remote login support.
The intern, reporting to the Service Desk Lead, is responsible for maintaining an accurate and current contact list of technical teams and ensuring that user issues and feedback are logged and tracked properly using tools such as Spice works and Jira. The individual will address user inquiries and reported problems within the timeframes outlined in the project charter, while also providing regular updates to users regarding the progress of their requests.
The Intern Service Desk Support is responsible for evaluating reported issues, escalating them as needed, and maintaining accurate documentation and ticketing in Spice works and Jira to facilitate uninterrupted issue resolution. Additionally, the position involves assisting with the compilation of reports on Service Desk performance metrics and user adoption rates. The role may also include performing other assigned tasks as required.
Oversee the core duties and key responsibilities associated with the role by leading and executing essential tasks in alignment with organizational objectives. Facilitate the execution of primary functions through a combination of strategic planning, operational oversight, and performance monitoring to ensure seamless workflow and adherence to established standards. Engage in high-priority initiatives by applying specialized skills to drive efficiency, innovation, and measurable outcomes within the designated scope of work.
The Service Desk Intern will execute a diverse array of responsibilities, including:
Resolving and addressing user-reported issues through multiple communication channels—such as the toll-free call center, Service Desk software, email, SMS, WhatsApp user groups, and remote login support—while delivering timely and constructive feedback.
Triaging and resolving user queries and reported issues in accordance with the timelines outlined in the project charter, while ensuring users receive consistent updates on the progress of their requests.
We deliver structured assistance to end users while providing urgent support to technical HIS teams, in accordance with the Service Desk model.
Duties include keeping an accurate and current directory of technical teams tasked with logging and addressing user issues via the Service Desk system.
Assisting in the ongoing development and upkeep of the HIS products knowledge base.
Responsibilities include evaluating user-reported issues and ensuring they are escalated to the appropriate teams through a structured process.
Responsible for overseeing and documenting Service Desk tickets and associated issues through platforms like Spice works and Jira, ensuring efficient resolution and tracking of requests.
Compiling comprehensive reports on Service Desk performance metrics and user adoption trends is a key responsibility.
Performs additional responsibilities as directed by the Service Desk Lead.
Required Qualifications:
A bachelor’s degree in a relevant field, such as business administration, marketing, or a related discipline, is mandatory. Candidates must possess at least three years of professional experience in a similar role, demonstrating expertise in strategic planning, project management, and cross-functional collaboration. Proficiency in industry-standard software, including Microsoft Office Suite and project management tools, is essential. Strong analytical skills, exceptional communication abilities, and a proven track record of delivering measurable results are also required. Additionally, the ideal candidate will exhibit leadership qualities, adaptability to changing priorities, and a commitment to continuous professional development.
A Bachelor of Science degree in Computer Science, Engineering, Information Technology, or a closely related discipline is required.
Proficiency in multiple HIS solutions, including Kenya EMR, the National Data Warehouse, and diverse e-health applications, is essential.
Experienced in diagnosing and resolving issues related to computer hardware and software systems.
Possesses a foundational knowledge of core networking principles and concepts.
Skilled in utilizing relational database management systems such as PostgreSQL, MySQL, or Microsoft SQL Server, among others, is required.
Proficiency in administering environments utilizing Windows and Linux operating systems is required.
Proficiency in utilizing various software and hardware diagnostic tools is required.
Proven expertise in implementing and adhering to industry-leading service desk methodologies and frameworks ensures efficient and effective IT support operations.
Proficient in both written and verbal communication, ensuring clarity and effectiveness in all interactions.
Possesses strong listening skills, adaptability, persuasiveness, and the capacity to drive change.
Proven ability to foster strong professional relationships through effective communication, active listening, and analytical problem-solving.
Proficiency in establishing collaborative partnerships with the Ministry of Health (MOH) and other U.S. Government (USG) implementing mechanisms focused on health informatics.
Proven ability to deliver exceptional customer relations and maintain professional remote support standards.
Qualifications
BA/BSc/HND
