Vacancy Announcement

Job Title: Help Desk Call Agent 

Position Type: Temporary

Duration: 5 months

Posting Location: Addis Ababa

Application deadline: May 14, 2021

Background:

John Snow, Inc. (JSI) is a public health management firm, headquartered in the United States, dedicated to improving the health of individuals and communities throughout the world. JSI has been implementing public health work in Ethiopia for over 25 years.

JSI is implementing the five-year Digital Health Activity in Ethiopia, which is funded by the United States Agency for International Development (USAID). The purpose of this Activity is to support the Government of Ethiopia (GOE) to improve the quality of health services and create a sustainable health care system through the use of data for decision making, as well as to provide similar services to other countries in Africa or to respond to a crisis in Ethiopia (as needed). The primary objectives of the Activity are to 1) support information technology systems and data repository at all levels; 2) build a culture of data use; and 3) improve capacity and governance of MOH health information systems management.

We are looking for a Help Desk Call Agent who will manage calls coming through the help desk and on rating issued based on the urgency and level of solution it required.

Responsibilities:

Specific responsibilities of the Help Desk Call Agent will include, but not limited to the following:

•  Respond to incoming calls to the help desk from health facilities.
• Politely learn from the caller about the issue that the end user is reporting.
• Use OTRS, a ticketing system to log issues and questions to enrich frequently asked questions.
• If the issue is already been addressed previously provide the solution to the caller using the OTRS tool.
• Guide callers to use OTRS tool if the issue he/she called for is already posted on the FAQ section.
• Redirect major issues that require advanced technical solution to the appropriate technical personnel.
• Follow up and make sure all issues are solved from the reported once.

Job Requirements

Qualifications:

• Diploma in Health Information Technology or related
• 0 years of experience
• Excellent proven written and spoken Amharic and English languages.
• Strong oral and written communication skills

JSI/WEI is an Equal Opportunity, Affirmative Action Employer committed to workplace diversity. We are committed to providing equal employment opportunities for all qualified applicants and employees without regard to age, race, color, national origin, ancestry, creed, religion, gender, disability, marital status, sexual orientation, sexual preference, genetic information, political affiliation, or protected veteran status in any employment decisions. M/F/V/D.

How to Apply

Interested and qualified applicants should follow the below instruction and apply through the online application form no later than May 14, 2021.

1. Fill out the online application form using this form:. Online Application Form. If you don’t fill the online application form, your application will not be considered.
2. Submit your resume and cover letter to dhtechnicaljobs@jsi.com
3. You must include the name of the position you are applying for in the subject line of the email. If this is not included, your application will not be considered.
4. Any application received after the closing date will not be considered.
5. Application deadline: May 14, 2021.