System Helpdesk Intern – Clinical Trials Community Online at African Academy of Sciences

Job Summary

The helpdesk intern is responsible for assisting the CTC team in providing continuous user support through the helpdesk, populate library of frequently asked questions and analyses user feedback and question to inform future platform iterations and prioritization of features. The candidate will also work with the product specialist together with the developer in conducting other system related support functions and system updates. The incumbent will also be expected to work in close collaboration with other AESA managed programmes in order to achieve the overall strategic goals of the Academy

Requirements and Qualifications

• Bachelor of Computer Science, Engineering or similar relevant field.
• Experience in helpdesk support, web development or similar experience
• Knowledge of Agile process and principles is a plus
• Knowledge of system development frameworks and programming languages is an added advantage
• Willingness to learn and attentive to detail.

Responsibilities

• Provide immediate frontline support to users through the helpdesk and online request chatrooms.
• Document statistics and questions generated from the helpdesk to assist in feature prioritization and iteration planning.
• Provide support in backlog management, iteration planning and support to the developer during the development and roll out phases of the platform
• Participate in requirement refinement planning
• Support the CTC team during the roll out and feedback gathering workshops