Help Desk User Support Assistant

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.
Job Requirements
Required education
: Bachelor's degree

Required relevant work experience
: 3 years

Required languages:
English (Spoken: fluent | Written: fluent)
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