This is a fully remote position, open to applicants in Nigeria.

• Act as the primary contact for OpenLMIS users seeking technical assistance through phone, email, or face-to-face support.

• Receive, log, monitor, troubleshoot, and resolve user concerns related to OpenLMIS system access, data entry, reporting, and everyday system usage.

• Elevate unresolved or complicated technical matters to the respective technical teams.

• Follow up with users to verify issue resolution and offer further assistance as needed.

• Maintain professional and responsive communication with government and partner users.

• Record all support requests, steps taken for issue resolution, escalations, and troubleshooting efforts within the helpdesk tracking system.

• Keep accurate documentation of frequently reported issues, bugs, and recurring system problems.

• Aid in the preparation of regular support and performance reports.

• Help identify opportunities for system improvements based on user feedback and recurring issues.

• Assist end-users in following correct OpenLMIS workflows and data entry procedures to enhance data quality, completeness, and reporting timeliness.

• Support onboarding and refresher training sessions for users and trainers.

• Contribute to the development and updating of training materials, user guides, FAQs, and reference documents.

• Provide ongoing user guidance and technical support to promote system adoption and sustainability.

• Collaborate with technical teams and implementation partners to enhance helpdesk processes and support mechanisms.

• Support continuous improvement efforts related to user support, system administration, and operational efficiency.

• Engage in other project-related support activities as assigned.

• A degree or diploma in Information Technology, Computer Science, Health Informatics, or a related field is preferred.

• A minimum of 2+ years of experience in supporting information systems users or helpdesk operations.

• Proven ability to rapidly learn and assist with new systems and processes.

• Experience in supporting the implementation or utilization of digital systems with multiple stakeholders.

• Excellent communication and interpersonal skills, particularly in collaborating with government and partner users.

• Strong analytical and problem-solving capabilities with a keen attention to detail.

• Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).

• Experience with helpdesk or ticketing systems such as Jira, Confluence, Service Desk, or similar is advantageous.

• Familiarity with OpenLMIS, LMIS, HMIS, DHIS2, or other digital health systems is a plus.

• Experience in supporting donor-funded public health initiatives is a notable advantage.

• Comprehensive health coverage.

• Opportunities for professional development and training.

• Flexible work arrangements.

• Collaborative and supportive work environment.

Helpdesk Consultant

People also viewed