Job Purpose:

As an ICT Officer you ensure that all systems, devices and software are developed and used in the most effective and efficient way for the HE organization to serve the CHEs and HE staff.

Duties and Responsibilities:

CUSTOMER IT SUPPORT

• To be the first-level IT officer for CHEs/Customers
• To be available for any CHE query on IT topics by phone during working hours
• To ensure bigger IT related issues are reported & escalated to higher management
• To handle the repair process of CHE devices by own skills or third-party repair canters
•  To always ensure the device repair time is as short as possible for the CHE
•  To keep the phone repair register in (ODOO) and physical filing up to date

OFFICE IT SUPPORT

• To solve issues, such as forgotten passwords, with HE accounts for staff and CHEs (Email, Microsoft Teams, ODK, Odoo, HE-apps)
•  To install/configure devices to use for staff
• Troubleshoot and solve any IT related issue of staff
• Train staff on IT skills and proper handling of equipment
• To be responsible for the good functioning of all IT equipment, for example printers, scanners, monitors, projectors, cables, modems.
• To be responsible for timely replenishing/replacing of IT related consumables, such as printer toners, mobile printer paper rolls, worn-out cables.
• To inquire prices and availability from several suppliers on IT related products that need to be purchased.
•  In case a repair of IT equipment is needed, the employee will make sure to get repair quotes from different vendors. After approval from management the employee is responsible for finalizing the repair process
• The employee keeps a monthly inventory registration of all IT devices in office. The overview in Microsoft Teams is regularly updated with new inventory and status updates.

TRAINER

•  To be responsible for giving IT related trainings in the office and in the field
•  Preparing and installation of new devices for training
•  Loading data bundles for CHEs during the training and installing Mpesa
• To be at the training venue as one of the HE representatives during the training
• To be available for IT related questions of the CHEs outside of the presentations
• To ensure that a record of all IT related items supplied to the trainers are safely registered, handled and returned to the office within 24hours after the activity

TESTING & TROUBLESHOOTING

• To be available to test new releases of software developed for HE
• To explore and test new existing software/hardware solutions that could benefit HE
•  To communicate one-on-one with the third-party developers in case of any issues
• To escalate bigger issues with HE software to higher-level IT management as soon as possible

E-DISPENSING SUPPORT

•  Developing & Conducting E-dispensing training including app installation
• App improvements and development
• Developing E-dispensing training materials and Job Aids to be used by the CHEs in the field.
• Helping CHEs with syncing data when in the field.
•  Attending cluster meetings to offer IT support.
• Data management, exporting click Medix data biweekly and monthly, and sharing with team lead
• Supporting E-dispensing Clinicians with Click Medix and X-Cally
• To support the Procurement team to identify the right cost-effective specifications of equipment to support the project
•  Ensuring the screening data from the field has been captured

NETWORK SUPPORT

•  To be first level of support for the internet/network infrastructure in office. In case of any network issue, the employee checks with the supplier of internet what the current status and expected resolution time is.
• Work on Data security with regards to CHEs, Clients and HE staff

SOCIAL MEDIA SUPPORT

• Be actively in charge of the WhatsApp for Business, Facebook for HE Kenya and Instagram HE Kenya platforms.
• Actively engage the team in bringing content for social media.
•  Align on the content with the management and publish it on the platforms.

ADMINISTRATIVE WORK

The employee can be asked to assist on administrative work from other departments, such as the Mpesa payments and the CHE import sheet for Odoo and working on creating online surveys.

• To support managing data reporting towards Government Databases.
•  To support the back-office (REACT) on the functionality of the apps (adding promotions, control of products, videos etc.)
• Place of Assignment.
•  The places of the work will be in the HE office and during training on location.

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Goals Objectives for the Position or Department

•   Ensure systems and applications are working to support the business.
•   Create positive impact by empowering staff and CHEs on ICT related topics.
•  Ensure the ICT supporting tools are the most efficient for the HE business goals.

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Required Education Level

•  Bachelor’s degree in ICT, information technology, Business
•  Proven skills and knowledge on hardware (laptops, networks, phones, apps, printers, scanners etc.) and software (applications, Microsoft outlook, Word, Excel, PowerPoint)
• Advanced Microsoft office skills, extensive experience with applications

Required Skills

•  Commitment and passion
•  Patience, integrity and accurate
•  Self-driven, strong organization skills with the ability to prioritize competing demands
• Good analytical, critical, and inquisitive skills
•  Very good English language skills, ability to communicate in at least one local language.
• Team spirit; able to work with a wide range of people at different levels.
• The ability to communicate in a constructive and honest manner.
•  The ability to be precise and critical.
•  The ability to train (groups of) people.
• Must be flexible, adaptable, cost-conscious and creative.
•  Ability to work a flexible schedule, in different environments, evenings or weekends, when needed.
•  Must be able to identify knowledge and skills gaps and give guidance towards the team according to their needs.
•  3 – 5 years of experience in relevant areas