Internship

Palladium Help Desk Internship – Kenya Health Management Information Systems II


Vacancy Description

Palladium is a global leader in the design, development and delivery of Positive Impact – the intentional creation of enduring social and economic value. We work with foundations, investors, governments, corporations, communities and civil society to formulate strategies and implement solutions that generate lasting social, environmental and financial benefits.

For the past 50 years, we have been making Positive Impact possible. With a team of more than 2,500 employees operating in 90 plus countries and a global network of more than 35,000 technical experts, Palladium has improved – and is committed to continuing to improve – economies, societies and most importantly, people’s lives.

Palladium is a child-safe organisation, and screens applicants for suitability to work with children. We also provide equal employment to all participants and employees without regard to race, color, religion, gender, age, disability, sexual orientation, veteran or marital status.

Project Overview and Role

Company Profile 

Palladium is a global leader in the design, development and delivery of Positive Impact – the intentional creation of enduring social and economic value. We work with foundations, investors, governments, corporations, communities and civil society to formulate strategies and implement solutions that generate lasting social, environmental and financial benefits. For the past 50 years, we have been making Positive Impact possible. With a team of more than 2,500 employees operating in 90 plus countries and a global network of more than 35,000 technical experts, Palladium has improved – and is committed to continuing to improve – economies, societies and most importantly, people’s lives.

Background

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), the KeHMIS II Program supports the Kenya Ministry of Health and county governments to implement technological innovations in health information systems. These innovations include the development and scale up of Electronic Medical Records (EMR) systems for clinical decision support and improved patient care, the development of the Kenya National Data Warehouse (NDW), a centralized data repository of information from EMRs for analysis and reporting, the development of an Interoperability Layer (IL) to support the exchange of information across systems, and numerous other innovations including health informatics solutions to support surveillance, and mHealth solutions to support data collection at the facility level. The internship will last for four (4) months in Palladium’s Kisumu office. Palladium offers a stipend of 1,800 KES per day for the intern with no additional direct monetary compensation.

Purpose of Position 

The Help Desk Intern will support the project help desk team in our Kisumu office in providing technical support to health care workers in health facilities and implementing partners on EMRs.

Responsibilities

Primary responsibilities:

  • To respond and provide feedback to user issues reported via the Help desk software, email, WhatsApp, SMS and remote log-in.
  • To triage, document in the help desk system and provide a respond to all issues received within the time specified in the project charter and keep the users informed of the state of their issues.
  • To provide emergency support to technical HIS support teams as envisioned in the help desk concept.
  • To maintain an up to date contact list of technical teams who can log in issues and user feedback through the help desk software.
  • Analyse user reported issues and escalate to Quality Assurance team or Capacity building team or Dev team as appropriate.
  • Maintain helpdesk related issues in JIRA.
  • Prepare weekly report on the performance of the help- desk and user uptake of Help desk.
  • Any other duties assigned.

Reporting requirements

This position will report directly to the Help Desk Team Lead

Requirements

Minimum education and experience required

  • Degree/Diploma in IT
  • Experience in HIV reporting tools, knowledge of EMR, e-HTS mobile applications and basic computer hardware and software trouble shooting will be an added advantage.

Key competencies and professional expertise required

  • Ability to work under high pressure environment
  • Ability to work with minimal supervision
  • Sound problem solving and decision-making skills;
  • Good written and verbal communication skills
  • Good Customer care skills
  • High level of integrity
  • Comfortable using headphones throughout the day

Applicants should provide their CV and cover letter explaining their interest in this position. Applications are due by October 23. Successful applicants will be required to complete Palladium’s due diligence forms. Only successful applicants will be contacted

About Employer Profile

Palladium Group Kenya


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Palladium
Palladium Help Desk Internship – Kenya Health Management Information Systems II INTERN October 20, 2019 2019-10-23 Kisumu 0 KES
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