Global JEMS Help Desk Assistant (French) at Jhpiego

Responsibilities

• First line of contact for all Jhpiego French and English speaking countries.
  • Ensure that all their problems are identified and resolved promptly.
  • Work with the HR in respective countries to ensure the uptake and consistent use of JEMS goes up.
  • Drafting French communication and soliciting feedback.
  • Translation of user manuals and JEMS content to French.
• Provision of first level user support to JEMS global users across different time-zones.
• Opening, categorizing and transitioning tickets to the various stages to closure in JIRA.
• Providing remote support to global users to sort out JDR related issues on their machines.
• Differentiating enhancement requests and system bugs and escalating them appropriately.
• Escalation of issues and clients' requests and follow-up as necessary.
• Providing JEMS training to new countries in a lecture/classroom/virtual setting.
• Providing remote training support to global users with Teams, Skype or other media.
• Maintaining a log or documentation of system and training gaps to help improve JEMS and JEMS training.
• Assist the developers in setup of new countries.
• Translate modules from English to French language for the entire JEMS system.
• Maintain, update, and draft user documentation in English and French to ensure appropriate end user support.
• Support 40+ Jhpiego countries
• Other duties as necessary and as assigned

NOTE: All staff members of Jhpiego, regardless of the level of their responsibilities are expected to:

• Model the mission and values stated above
• Participate in the business development processes
• Contribute to the knowledge sharing and transfer process
• Make responsible decisions that result in time and cost containment and clear accountability
• Participate in multiple teams, adopt team spirit, take responsibility for action items assigned and provide feedback as needed
• Multitask, be able to manage competing priorities and be able to prioritize in order to meet program and/or organizational objectives

Required Qualifications

• Bachelor’s Degree in IT, Computer Science or related field
• Minimum two (2) years’ experience in similar capacity
• Fluent in English and French (oral and written)
• Experience working on a virtual team
• Knowledge of computer operations, data analysis, database management, and technical support
• Knowledge in the use of Windows operating system
• Knowledge in the use and support of various internet browsers.
• Experience working with virtual communication tools
• Excellent organizational skills including the ability to handle a variety of assignments sometimes under pressure of deadlines.
• Excellent interpersonal and communication skills.
• Excellent communication and interpersonal skills with ability to effectively communicate with senior management, technical staff, as well as non-technical end users
• Excellent computer proficiency particularly working MS Office
• Be of high integrity and have a sense of confidentiality
• Able and willing to work outside of prescribed work hours especially during peak periods.

Preferred Qualifications

• Experience working in an international non-profit in Africa, Asia /Near-East, and the Americas
• Experience working on Enterprise-level IT projects
• Experience working and communicating with stakeholders at all organizational levels
• Experience working on a Global team
• ITIL certification
• Experience in Microsoft 365 for team collaboration and communication
• Experience troubleshooting Android, iOS, and MAC systems