IT Helpdesk Support Provider at John Snow Inc (JSI)

Description:

inSupply Health is an independent, regional advisory firm based in Nairobi, with a branch in Dar es Salaam, that is pioneering new approaches to improve public health supply chains in East Africa. Drawing on the experience of our John Snow Inc. (JSI) affiliation, our team of dynamic local consultants works closely with public and private sector clients to design optimized, responsive and resilient supply chain systems. inSupply deploys systems that deliver essential health products such as antimalarial and HIV medications, vaccines and contraceptives in complex settings. We take proven methodologies from the commercial sector and adapt them to local conditions. We involve our clients closely in shaping their supply chains so they can own, implement and continuously improve their systems over the long term. We specialize in: developing supply chain maturity strategies, building organizational capacity for supply chains, designing and implementing data-driven, optimized supply chain systems and quantifying health commodity needs. inSupply doesn’t just help our clients select the right technology for better supply chain management. We also invest in people and processes, helping to build a culture of data use and continuous improvement.

Who we are looking for:

The inSupply Health team is seeking an IT Helpdesk Support Provider for our growing office and team. The candidate will be a skilled problem-solver able to communicate with users at all levels of technical proficiency, troubleshoot, resolve and document user help requests for desktop, laptop, mobile, network and peripheral problems and generally help prioritize issues and resolve in a timely way taking into account cost and efficiency considerations. S/he will work under the direction and supervision of the Finance & Operations Manager and provide remote support to field staff in several counties. Our ideal candidate will be a flexible and adaptive thinker who is good with communication and takes initiative to solve problems and maintain equipment.

General Responsibilities

• The IT support function will coordinate and deliver various ICT related services in accordance with established InSupply and JSI policies and procedures. They will provide responsive, professional service and technical support to staff to ensure efficient operation and use of JSI and inSupply IT equipment and Internet services.
• Deploy, configure, and maintain IT equipment, including networks, servers, and telecommunications. Troubleshoot and address issues to ensure optimal performance.
• Configure and maintain applications, computer software and hardware- Keeping them in good operating conditions.
• Support the Finance and admin office to maintain inventory of IT equipment, hardware, and software and ensure adequate supply and functionality.
• Coordinate relationships with suppliers to facilitate delivery of IT-related services that meet JSI business requirements and needs.
• Back-up data and recover lost data.
• Serve as the first point of contact for JSI staff seeking technical assistance over the phone or email and walk them through the problem-solving process.
• Determine the best solution based on the issue and details provided by staff.
• Direct unresolved issues to the next level of support personnel.
• Provide input and recommendations on IT policies, procedures, products or services such as product specifications and cost comparison.
• Document events and problems and their resolution in logs.
• Track and update staff on status and information related to IT.
• Run reports to determine recurrent IT issues and malfunctions.
• Communicate any feedback or suggestions by staff to the appropriate internal team.
• Install computer peripherals for users.
• Gain feedback from staff about computer usage and any other information in relation to IT.
• Provide training to staff upon orientation on various JSI IT policies and procedures as well as ensuring non- IT staff are provided with adequate and appropriate training based on the needs identified.
• Perform any other duties as assigned by the supervisor

Requirements

• Proven experience as a help desk technician or other customer support role
• Good understanding of computer systems, LAN systems, databases, mobile devices and current tech products and applications.
• Ability to diagnose and resolve basic/ complicated technical issues
• Proficiency in English
• Strong communication skills with the ability to communicate technical ideas and concerns in a non-technical manner.
• Proactive, resourceful, solutions-oriented and results-oriented.
• Ability to relate to people at all levels internally and externally with a strong customer-service focus.
• BSc in IT, Computer Science, Computer Programming, or relevant field
• Trustworthy and professional
• Excellent organizational skills and a demonstrated ability to work independently or with minimal supervision