Helpdesk Consultant

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🕒 May 20

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VillageReach

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤝 Non-profit

⚕️ Healthcare Insurance

🔬 Science

Non-profit • Healthcare Insurance • Science

VillageReach is a non-profit organization dedicated to transforming healthcare delivery in Africa through digital innovation and collaboration. With a focus on supporting community health workers and improving supply chain systems, VillageReach aims to extend healthcare services to under-reached communities. They operate in countries like the Democratic Republic of Congo, Malawi, and Mozambique, focusing on areas such as health workforce development, health information systems, and access to essential health products and vaccines. By leveraging technology and innovation, VillageReach strives to create sustainable healthcare solutions and achieve universal health coverage, impacting millions of people across Africa.

📋 Description

• Serve as the first point of contact for OpenLMIS users requiring technical assistance via phone, email, or in-person support. • Receive, log, track, troubleshoot, and resolve user issues related to OpenLMIS system access, data entry, reporting, and routine system use. • Escalate unresolved or complex technical issues to the appropriate technical teams. • Follow up with users to confirm issue resolution and provide additional support where needed. • Maintain professional and responsive communication with government and partner users. • Document all support requests, issue resolution steps, escalations, and troubleshooting activities within the helpdesk tracking system. • Maintain accurate records of frequently reported issues, bugs, and recurring system challenges. • Support the preparation of periodic support and performance reports. • Contribute to identification of system improvement opportunities based on user feedback and recurring issues. • Support end-users in correct OpenLMIS workflows and data entry procedures to improve data quality, completeness, and reporting timeliness. • Support onboarding and refresher training sessions for users and trainers. • Assist in the development and updating of training materials, user guides, FAQs, and reference documentation. • Provide ongoing user guidance and technical support to strengthen system adoption and sustainability. • Collaborate with technical teams and implementation partners to strengthen helpdesk processes and support mechanisms. • Support continuous improvement initiatives related to user support, system administration, and operational efficiency. • Participate in other project-related support activities as assigned.

🎯 Requirements

• Degree or diploma in Information Technology, Computer Science, Health Informatics, or related field is preferred. • At least 2+ years of experience supporting information systems users or helpdesk operations. • Demonstrated ability to quickly learn and support new systems and processes. • Experience supporting implementation or use of digital systems involving multiple stakeholders. • Strong communication and interpersonal skills, including experience working with government and partner users. • Strong analytical and problem-solving skills with high attention to detail. • Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint). • Experience with helpdesk or ticketing tools such as Jira, Confluence, Service Desk, or similar platforms is an advantage. • Experience with OpenLMIS, LMIS, HMIS, DHIS2, or other digital health systems is an advantage. • Experience supporting donor-funded public health programs is an added advantage.