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.
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.
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