Position Summary:
The Intern Service Desk Support will collaborate closely with the Service Desk Lead to deliver organized assistance to end users while also providing critical support to technical HIS teams, adhering to the established Service Desk framework. This position is responsible for maintaining the seamless operation and accessibility of the Service Desk, ensuring users can report issues and share feedback through various communication channels, such as a toll-free call center, WhatsApp user groups, Service Desk software, email, and remote login support.
The intern, working under the direction of 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 appropriately using tools such as Spice works and Jira. This role involves addressing user inquiries and reported problems within the timeframes outlined in the project charter, while also providing timely updates to users regarding the progress of their requests.
The Intern Service Desk Support is responsible for evaluating reported issues, escalating them to the appropriate teams, and maintaining accurate documentation and ticketing in Spice works and Jira to facilitate seamless issue resolution. Additionally, this role assists in compiling reports on Service Desk performance metrics and user adoption trends, while performing any other assigned tasks as needed.
Oversee and execute key duties and obligations as part of your core responsibilities, ensuring alignment with organizational objectives and standards. Handle a diverse range of tasks with precision and efficiency, maintaining high levels of accountability throughout all operations. Collaborate closely with cross-functional teams to drive project success, foster innovation, and uphold company policies. Address challenges proactively, applying problem-solving skills to mitigate risks and optimize performance. Demonstrate strong leadership in guiding teams, delegating responsibilities, and ensuring adherence to deadlines and quality benchmarks.
The Service Desk Intern will undertake a diverse array of responsibilities, including:
Responding to user-reported issues across multiple communication channels, such as the toll-free call center, Service Desk software, email, SMS, WhatsApp user groups, and remote login support, and providing timely and constructive feedback.
Responding to user inquiries and reported issues promptly in alignment with the project charter’s defined timelines, while ensuring users receive consistent updates on the progress of their requests.
Structuring assistance to end users and delivering urgent troubleshooting to technical HIS teams, in accordance with the established Service Desk framework, is a key responsibility.
Responsible for ensuring the contact list for technical teams—tasked with logging and resolving user issues via the Service Desk system—remains current and accurate.
Facilitates the ongoing development and upkeep of the HIS products knowledge base, ensuring comprehensive documentation and accessibility of information.
Responsibilities include evaluating user-reported issues and ensuring their proper escalation to the appropriate teams for resolution.
Managing and monitoring Service Desk tickets and associated issues via platforms like Spice works and Jira.
Compiling comprehensive reports on Service Desk performance metrics and user adoption rates.
Performing all additional responsibilities delegated by the Service Desk Lead as needed.
Required Qualifications: Candidates must possess a Bachelor’s degree in Business Administration, Finance, Accounting, or a related field, along with a minimum of five years of progressive experience in financial analysis, reporting, or accounting. Proficiency in advanced Excel (pivot tables, LOOKUP, macros) and familiarity with ERP systems such as SAP or Oracle are essential. Strong analytical skills, attention to detail, and the ability to interpret complex financial data are critical. Exceptional communication and interpersonal abilities are necessary to collaborate effectively with cross-functional teams. Professional certifications like CPA, CMA, or CFA are highly desirable.
A Bachelor of Science degree in Computer Science, Engineering, Information Technology, or a closely related discipline is required.
Proficiency in multiple Health Information System (HIS) solutions, including Kenya EMR, the National Data Warehouse, and other e-health applications, is required.
Proficient in diagnosing and resolving issues related to computer hardware and software systems.
Demonstrates a foundational grasp of core networking principles and technologies.
Proficiency in at least one relational database management system (RDBMS), including PostgreSQL, MySQL, MS SQL Server, or other comparable platforms, is required.
Proven expertise in managing and maintaining environments utilizing Windows and Linux operating systems.
Proficient in utilizing a variety of software and hardware diagnostic tools.
Proven track record in implementing and adhering to service desk best practices, ensuring efficient and effective support delivery.
Demonstrates strong proficiency in both written and verbal communication.
Proficient in active listening, adaptability, persuasive communication, and driving transformational change.
Demonstrates outstanding interpersonal abilities, emphasizing the cultivation of strong relationships, attentive listening, and analytical reasoning.
Demonstrates proficiency in establishing and nurturing collaborative relationships with the Ministry of Health (MOH) and other U.S. Government (USG) implementing mechanisms dedicated to health informatics initiatives.
Maintaining exceptional customer relations and demonstrating polished remote support etiquette are essential requirements for this role.
Qualifications
BA/BSc/HND
