Position Summary:
The Intern Service Desk Support will collaborate closely with the Service Desk Lead to deliver structured assistance to end users while providing urgent support to technical HIS teams, adhering to the established Service Desk framework. This position is responsible for maintaining the operational efficiency and accessibility of the Service Desk, ensuring users can report issues and share feedback through various channels, such as a toll-free call center, WhatsApp user groups, Service Desk software, email, and remote login support.
The intern, supervised by the Service Desk Lead, updates and manages a current contact list of technical teams, ensuring accurate logging and tracking of user issues and feedback via systems like Spice works and Jira. Additionally, the intern is responsible for addressing user inquiries and reported problems within the timeline outlined in the project charter, while providing timely updates on request status to users.
The Intern Service Desk Support is responsible for evaluating reported issues, escalating them as needed, and assisting with documentation and ticketing within Spice works and Jira to maintain efficient issue tracking. Additionally, the position involves compiling reports on Service Desk performance and user engagement while carrying out any other assigned tasks as required.
Primary Functions and Obligations:
This role encompasses a comprehensive set of duties aimed at achieving organizational objectives through meticulous planning, execution, and oversight. Key responsibilities include managing daily operations, leading cross-functional teams, and ensuring adherence to established policies and procedures. Additionally, the position requires analyzing performance metrics, identifying areas for improvement, and implementing strategic initiatives to enhance productivity and efficiency. The individual in this role will collaborate with stakeholders across departments to align efforts with broader business goals while maintaining a focus on delivering high-quality results in a timely manner.
The Service Desk Intern will undertake a diverse array of responsibilities, such as:
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—while providing timely and actionable feedback.
Triaging and resolving user-reported issues and inquiries in adherence to the timelines established in the project charter, ensuring consistent communication regarding the progress of each request.
Offering organized assistance to end users while delivering expedited solutions to technical HIS teams, in accordance with the Service Desk framework.
The position involves ensuring the contact list for technical teams is current, encompassing those accountable for logging and resolving user issues via the Service Desk system.
Assisting in the creation and ongoing management of the HIS products knowledge base is part of the responsibilities.
Responsibilities include evaluating user-reported issues and ensuring their proper escalation to the appropriate teams for resolution.
Overseeing and documenting Service Desk tickets and related issues through platforms like Spice works and Jira.
Version:
Developing comprehensive reports that analyze Service Desk performance metrics and user engagement trends.
Performing additional responsibilities as directed by the Service Desk Lead.
Required qualifications include a Bachelor’s degree in Computer Science, Information Technology, or a related field, along with at least three years of professional experience in software development or a closely related discipline. Proficiency in programming languages such as Java, Python, or C++ is essential, alongside strong problem-solving skills and the ability to work collaboratively in a team environment. Familiarity with agile methodologies and version control systems like Git is also necessary, as is a commitment to continuous learning and professional growth.
A Bachelor of Science degree in Computer Science, Engineering, Information Technology, or an equivalent discipline is required.
Proficiency in multiple HIS solutions, including Kenya EMR, the National Data Warehouse, and other e-health applications, is required.
Proficient in diagnosing and resolving hardware and software issues on computers.
Possesses a foundational knowledge of networking principles and concepts.
Proficiency in at least one Database Management System (DBMS) is required, such as PostgreSQL, MySQL, Microsoft SQL Server, or other relational database platforms.
Proven expertise in administering and maintaining both Windows and Linux-based environments is required.
Proficient in utilizing an array of software and hardware diagnostic tools to identify, troubleshoot, and resolve technical issues efficiently.
Proficiency in implementing and adhering to service desk best practices is required for this role.
Proficient in articulating ideas clearly and effectively through both written correspondence and oral presentations.
Demonstrated proficiency in active listening, adaptability, and persuasive communication, with a proven capacity for driving transformative outcomes.
Proven ability to foster strong relationships through empathetic communication, active listening, and analytical problem-solving.
Demonstrates proficiency in establishing and maintaining collaborative alliances with the Ministry of Health (MOH) and other U.S. Government (USG) implementing entities focused on health informatics.
Expertise in fostering strong customer relationships and delivering exceptional remote support with professionalism.
Qualifications
BA/BSc/HND
