Position Summary:
The Intern Service Desk Support will assist the Service Desk Lead in delivering 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 readiness and accessibility of the Service Desk, ensuring users can submit 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, reporting to the Service Desk Lead, is responsible for maintaining an accurate and current contact database of technical teams and overseeing the meticulous logging and tracking of user issues and feedback using tools such as Spice works and Jira. Additionally, the intern will address user inquiries and reported problems within the timeframes outlined in the project charter, ensuring consistent communication to keep users apprised of the status of their requests.
The Intern Service Desk Support is responsible for reviewing reported issues, prioritizing escalations, and maintaining accurate documentation and ticketing within Spice works and Jira to facilitate smooth issue resolution. This position also assists in generating reports on Service Desk performance metrics and user adoption, while performing any additional tasks as assigned.
Oversee and execute key duties and obligations with precision, ensuring alignment with organizational objectives. The role demands accountability for a range of critical tasks, including strategic planning, operational execution, and performance monitoring. Responsibilities encompass collaborating with cross-functional teams to drive efficiency, fostering innovation, and maintaining high standards of quality in all deliverables. Additionally, the position requires meticulous attention to detail, adherence to established protocols, and proactive problem-solving to mitigate potential challenges. Strong communication skills, both written and verbal, are essential to articulate goals, provide clear guidance, and report progress effectively. The incumbent must demonstrate adaptability, analytical thinking, and a commitment to continuous improvement while upholding company policies and industry best practices.
The Service Desk Intern will undertake diverse responsibilities, such as assisting with technical support, troubleshooting hardware and software issues, managing service requests, and maintaining documentation of IT support activities. This role requires a proactive approach to problem-solving, strong communication skills, and the ability to work effectively in a fast-paced environment. Additionally, the intern will collaborate with IT teams to resolve incidents, escalate complex issues when necessary, and contribute to the continuous improvement of service desk operations. Familiarity with IT tools and a basic understanding of networking principles are essential, along with a commitment to delivering high-quality customer service.
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 actionable feedback accordingly.
Providing timely responses to user inquiries and reported issues in accordance with the project charter’s established deadlines, while maintaining consistent communication regarding the progress of each request.
Delivering consistent assistance to end users and prompt emergency support to technical HIS teams, in accordance with the established Service Desk framework.
Maintaining a current and accurate directory of technical teams that manage the logging and resolution of user issues via the Service Desk system.
Contributing to the continuous enhancement and upkeep of the HIS product knowledge base.
Responsibilities include evaluating user-reported issues and ensuring their proper escalation to the appropriate teams for resolution.
You will oversee and document Service Desk tickets and associated issues using tools like Spice works and Jira to ensure efficient resolution and tracking.
Compiling comprehensive reports on Service Desk efficiency metrics and end-user adoption trends.
Performs additional responsibilities as directed by the Service Desk Lead.
Required Qualifications include a Bachelor’s degree in a relevant field, such as computer science, engineering, or mathematics, and a minimum of five years of professional experience in software development or a related discipline. Proficiency in programming languages like Python, Java, or C++ is essential, along with experience with software development methodologies, version control systems, and collaborative development tools. Strong problem-solving skills, attention to detail, and the ability to work effectively in a team environment are also necessary. Additionally, familiarity with cloud platforms and DevOps practices is preferred.
A bachelor’s degree in Computer Science, Engineering, Information Technology, or a closely related discipline is required.
Proficiency in diverse HIS solutions, including Kenya EMR, the National Data Warehouse, and e-health applications, is required.
Proficient in diagnosing and resolving hardware and software-related issues within computer systems.
Possesses a foundational knowledge of core 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 managing and maintaining environments based on Windows and Linux operating systems.
Proficiency in utilizing various software and hardware diagnostic tools is essential.
Professional experience applying established service desk methodologies and frameworks to deliver efficient and effective IT support.
Proficient in articulating ideas clearly and effectively through both written correspondence and spoken interactions.
Skilled in active listening, adaptability, flexibility, and persuasive communication, with a strong capacity for driving change.
Possesses outstanding interpersonal abilities, emphasizing the cultivation of strong relationships, attentive listening, and sharp critical thinking.
Proven capability to establish and maintain collaborative partnerships with the Ministry of Health (MOH) and other U.S. Government (USG) implementing mechanisms in the health informatics sector.
Demonstrates exceptional proficiency in fostering positive customer interactions and delivering remote support with polished professionalism.
Qualifications
BA/BSc/HND
