Coordinator - Helpdesk at eHealth Systems Africa
eHealth Africa is focused on improving healthcare by creating effective ways to implement reliable health information management systems.
- We have developed eHealth and mHealth solutions that can be rapidly deployed to manage patient information, streamline clinical procedures, and provide data and analysis on health program outcomes.
Location: Kano
Purpose of the Position
The Coordinator, Helpdesk oversees day-to-day ICT support operations while also driving automation and integration initiatives across all organizational systems.
- This role ensures that employees and stakeholders experience seamless IT functionality, not just within traditional Help Desk services but across HR, Finance, Procurement, Operations, and other business units.
- By leveraging platforms such as n8n, Asana, and other workflow automation tools, the Coordinator helps streamline processes, integrate systems through APIs, and improve cross-departmental data flow.
The role combines technical leadership with process optimization and digital transformation, enabling eHA to scale operations and achieve greater efficiency in service delivery.
What you’ll do
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned:
- Oversee the complete lifecycle of helpdesk tickets, from intake to resolution, ensuring adherence to service level agreements (SLAs) and prompt issue resolution.
- Supervise and manage helpdesk staff, delegating responsibilities, monitoring performance, and fostering professional development within the team.
Coordinate with IT infrastructure teams to facilitate issue resolution, system upgrades, and ongoing maintenance to optimize technical operations.
- Serve as the primary liaison between users and IT services, ensuring effective communication and responsive technical support.
- Implement automated ticket routing, notifications, and reporting, reducing response times and ensuring service level agreement (SLA) compliance
- Engage with vendors, suppliers, and internal stakeholders to address equipment requirements, procurement, and service needs efficiently.
Qualifications and Experience
Bachelor’s degree in Computer Science, Computer Engineering, Software Technology, or other related field or equivalent years of education and work experience or any related field.
Minimum of 3 - 5 years working experience in IT Support experience/Network Administration, preferably in an NGO or an equivalent combination of education and experience.
- Experience with enterprise platforms such as NetSuite, Google Workspace, Asana, and HR or Procurement management systems.
- Hands-on experience designing workflow automation with tools such as n8n, Zapier, or similar platforms
- Practical expertise in API integrations, including authentication, endpoint configuration, and troubleshooting
- Strong grasp of Windows OS, directory services, and remote support tools.
- Ability to translate business requirements into technical automation solutions that scale across departments
- Proficiency in English is required for both verbal and written communication
How to Apply
Interested applicant can apply via this link
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