About Palladium:
Palladium is a global company working to design, develop, and deliver a positive impact on the lives and livelihoods of people around the globe; broaden access to health, water, power, and infrastructure; build enduring, sustainable, and transformative institutions and market systems to address global challenges; and conserve the natural world. We operate in over 90 countries and have a workforce of 4,000 talented, motivated, and diverse staff of all religions, races, languages, and gender identities.
This Opportunity:
Funded under the US President’s Emergency Plan for AIDS Relief (PEPFAR) through a cooperative agreement with the US Centers for Disease Control and Prevention (CDC), Palladium Development and Consultancy Kenya Ltd (Palladium Kenya) is implementing 5-year funding to support the Kenya Ministry of Health, county governments, and healthcare service delivery partners to implement technological innovations in health information systems.
Intern Service Desk Support
Location: The position is based in Palladium’s KeHMIS office, in Kisumu.
The Intern Service Desk Support will work under the guidance of the Service Desk Lead to provide structured support to end users and emergency support to technical HIS teams, in line with the Service Desk model. This role ensures that the Service Desk remains fully functional and accessible, enabling users to report issues and provide feedback through multiple channels, including a toll-free call center, WhatsApp user groups, Service Desk software, email, and remote login support.
Under the guidance of the Service Desk Lead, the intern maintains an up-to-date contact list of technical teams and ensures proper logging and tracking of user issues and feedback through systems such as Spiceworks and Jira. He/ She is expected to respond to user queries and reported issues within the timelines defined in the project charter, while keeping users informed on the status of their requests.
Additionally, the Intern Service Desk Support analyzes reported issues, escalates them appropriately, and supports the documentation and ticketing in Spiceworks and Jira to ensure seamless issue tracking. The role also contributes to the preparation of reports on Service Desk performance and user uptake, and undertakes any other duties assigned from time to time.
Primary Duties and Responsibilities:
- The Service Desk Intern will perform a wide range of duties, including:
- Responding to and providing feedback on user issues reported through various channels, including the toll-free call centre, Service Desk software, email, SMS,WhatsApp user groups, and remote login support.
- Triaging and addressing user queries and reported issues within the timelines specified in the project charter, while keeping users regularly informed of the status of their requests.
- Providing structured support to end users and emergency support to technical HIS teams, in line with the Service Desk model.
- Maintaining an up-to-date contact list of technical teams responsible for logging and resolving user issues through the Service Desk system.
- Supporting the development and maintenance of the HIS products knowledge base.
- Analyzing user-reported issues and escalating them appropriately to relevant teams.
- Managing and tracking Service Desk tickets and related issues using systems such as Spiceworks and Jira.
- Preparing reports on Service Desk performance and user uptake.
- Carrying out any other duties as assigned by the Service Desk Lead.
Required Qualifications:
- BSc. in Computer Science/Engineering, Information Technology, or a related field.
- Knowledge of various HIS products i.e. KenyaEMR, National Data warehouse and e-health applications
- Basic computer hardware and software troubleshooting.
- Understanding of basic networking fundamentals.
- Experience with at least one DBMS i.e. PostgreSQL, MySQL and MS SQL Server or other relational databases.
- Experience supporting Windows and Linux based environments.
- Working knowledge of a range of software and hardware diagnostic tools.
- Experience working with service desk best practices.
- Excellent communication skills – both written and verbal.
- Ability to listen, adapt, persuade, and transform.
- Exceptional interpersonal skills, with a focus on rapport-building, listening and critical thinking.
- Ability to collaboratively forge partnerships with MoH and other USG implementing mechanisms that are supporting health informatics.
- Excellent customer relations and remote support etiquette.
