Jems Help Desk User Support Assistant - French & Portugese at Jhpiego

Reporting to the Senior Software Engineer, the Help Desk User Support Assistant is responsible for JEMS support and training of JEMS users in all Jhpiego country offices and specifically to the French and Portuguese-speaking country offices.

Responsibilities:

• Provide first level user support to JEMS global users across different time zones
• Open, categorize and transition tickets to the various stages to closure in JIRA
• Provide remote support to global users to sort out JDR related issues on their machines.
• Differentiate enhancement requests, system bugs, client requests and escalate them appropriately
• Maintain a log or documentation of system and training gaps to help improve the system; maintain the lessons learnt log and the FAQ site
• Assist the development team in setup and testing of new countries and modules
• Write user documentation and other help-related materials in English, French and/or Portuguese
• Provide remote JEMS training support to global users using skype and other media platforms
• Maintain new country test scripts by improving them and filing them per ISTS process and procedures.

Required Qualifications:

• Bachelor’s Degree in IT, Computer Science or related field
• Three years’ experience in help desk support of Enterprise Systems, customer service and user training.
• Must be able to speak and write in English and French/Portuguese.
• Knowledge of computer operations, data analysis, database management, and technical support
• Knowledge in the use and support of windows operating system and other OS’s.Knowledge in the use and use of various internet browsers
• Excellent organizational skills including the ability to handle a variety of assignments under pressure of deadlines.
• 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 with Office 365
• Be of high integrity and have a sense of confidentiality
• Willing to work outside prescribed work hours, especially during peak periods