Job Summary:

Reporting to the  National Service Desk Lead, the Service Desk Officer provides first-line technical support, resolving routine incidents and service requests and escalating complex issues to the right specialist team.

Main Duties:

1. Receives, logs, categorises and prioritises incidents and service requests in the ticketing system.
2. Troubleshoots and resolves common application, account, connectivity and workstation problems, including through remote support.
3. Escalates application, infrastructure, database and security issues to the relevant specialist team through approved procedures.
4. Follows up escalated tickets, keeps users informed and confirms resolution before closure.
5. Documents new solutions in the knowledge base and alerts the Service Desk Lead to recurring problems.
6. Provides user orientation and routine guidance on system use.

Qualifications

7. Diploma in Information Technology, Computer Science, Information Systems, Networking or related field Bachelor's degree in a relevant field will be added advantage .
8. At least three years' relevant ICT or technical-support experience.
9. Experience supporting health information systems or other enterprise applications.
10. ITIL Foundation, CCNA, Microsoft or comparable technical certification.
11. Experience providing remote support to health facilities.

Technical Knowledge and Skills

Basic LAN and Internet troubleshooting; Windows support; browser-based applications; user accounts and access; ticketing systems; remote-support tools; basic SQL awareness; EHR/HMIS concepts.