Internship Opportunity – Service Desk Support at Palladium
Position Summary:
The Intern Service Desk Support will work under the guidance
of the Service Desk Lead to provide structured support to end users and
emergency support to technical HIS teams, in line with the Service Desk model.
This role ensures that the Service Desk remains fully functional and
accessible, enabling users to report issues and provide feedback through
multiple channels, including a toll-free call center, WhatsApp user groups,
Service Desk software, email, and remote login support.
Under the guidance of the Service Desk Lead, the intern maintains an up-to-date
contact list of technical teams and ensures proper logging and tracking of user
issues and feedback through systems such as Spiceworks and Jira. He/ She is
expected to respond to user queries and reported issues within the timelines
defined in the project charter, while keeping users informed on the status of
their requests.
Additionally, the Intern Service Desk Support analyzes reported issues,
escalates them appropriately, and supports the documentation and ticketing in
Spiceworks and Jira to ensure seamless issue tracking. The role also
contributes to the preparation of reports on Service Desk performance and user
uptake, and undertakes any other duties assigned from time to time.
Location:
The position is based in Palladium’s KeHMIS office, in
Kisumu.
Primary Duties and Responsibilities:
- The
Service Desk Intern will perform a wide range of duties, including:
- Responding
to and providing feedback on user issues reported through various
channels, including the toll-free call centre, Service Desk software,
email, SMS,WhatsApp user groups, and remote login support.
- Triaging
and addressing user queries and reported issues within the timelines
specified in the project charter, while keeping users regularly informed
of the status of their requests.
- Providing
structured support to end users and emergency support to technical HIS
teams, in line with the Service Desk model.
- Maintaining
an up-to-date contact list of technical teams responsible for logging and
resolving user issues through the Service Desk system.
- Supporting
the development and maintenance of the HIS products knowledge base.
- Analyzing
user-reported issues and escalating them appropriately to relevant teams.
- Managing
and tracking Service Desk tickets and related issues using systems such as
Spiceworks and Jira.
- Preparing
reports on Service Desk performance and user uptake.
- Carrying
out any other duties as assigned by the Service Desk Lead.
Required Qualifications:
- BSc.
in Computer Science/Engineering, Information Technology, or a related
field.
- Knowledge
of various HIS products i.e. KenyaEMR, National Data warehouse and
e-health applications
- Basic
computer hardware and software troubleshooting.
- Understanding
of basic networking fundamentals.
- Experience
with at least one DBMS i.e. PostgreSQL, MySQL and MS SQL Server
or other relational databases.
- Experience
supporting Windows and Linux based environments.
- Working
knowledge of a range of software and hardware diagnostic
tools.
- Experience
working with service desk best practices.
- Excellent
communication skills – both written and verbal.
- Ability
to listen, adapt, persuade, and transform.
- Exceptional
interpersonal skills, with a focus on rapport-building, listening and
critical thinking.
- Ability
to collaboratively forge partnerships with MoH and other USG implementing
mechanisms that are supporting health informatics.
- Excellent
customer relations and remote support etiquette.
Intern Data Analyst at Palladium
Position Summary:
The Intern Data Analyst will work with the data analysis
team to provide overall subject matter in the field of HIV and TB prevention
and treatment and support to foster data use at all levels. The holder of this
position will apply sound epidemiological principles to support HIV/TB data
analysis and implement national and subnational data-driven activities for
program improvement.
Location:
The position is based in Palladium’s KeHMIS office, in
Nairobi.
Primary Duties and Responsibilities:
- Implement
sustainable strategies to improve quantity (improved reporting rates) and
quality of available data in the DWH.
- Support
data cleaning, mapping (including accurate mapping of facilities and
partners), data quality assessments, and feedback to internal and external
stakeholders.
- Support
evaluations and studies using the DWH as a data source including
preparation of ad hoc data sets and capacity building them to access the
data on their own.
- Support
the development of capacity development materials for the DWH.
- Develop
and maintain dashboards including data modeling for visualization.
- Work
with SECCAH to support end-user training and support.
- Work
closely with other Data Analysis and use team members to develop and
disseminate information products.
- Support
DWH in the development and maintenance of DWH-related documentation and
data dictionaries.
- Advise
the DWH team and Data Analysis & Use team members on the required
enhancements to DWAPI to meet stakeholder needs.
Required Qualifications:
- University
education in computing, statistics, or science would be highly regarded.
- Some
experience in the same or similar position
- Programming
Languages (R/STATA/Python) – Proficient and working knowledge in one or
more of these programming languages (R, Python, or STATA) for data
gathering, data cleaning, statistical analysis, and data visualization.
- Creative
and Analytical Thinking – Excellent problem-solving skills including the
ability to analyze and resolve complex problems.
- Excellent
communication and comprehension skills: confident communicating with
people of differing levels of seniority, analytical understanding, and
from a wide variety of backgrounds
- Experience
with data visualization tools such as Tableau and Power BI
- Strong
SQL (especially Teradata) can extract data from large databases using SQL
to develop data queries.
- Advanced
Microsoft Excel – Efficient with spreadsheet tools such as Microsoft Excel
or Google Sheets.
- Fluent
in English both spoken and written.
Technical Assistance Experts at Palladium – Kenya
We are searching for Experienced National Health
Experts to provide Technical Assistance to our WISH
Policy and Systems programme in Kenya.
Programme Overview:
The WISH Dividend Policy and Systems (P&S) support an
African-led, inclusive accelerated Demographic Transition (DT) and advance
sexual and reproductive health and rights (SRHR) through Technical Assistance
(TA) activities in 7 countries in Sub Saharan Africa. WISH Dividend P&S is
a component of the wider WISH 2 Dividend, a significant investment from the
British Government in DT and SRHR to unlock the potential, agency, and freedom
of women and girls to achieve gender equality and is central to delivering the
UK’s priorities on Empowering Women and Girls set out in the International
Development Strategy. Through WISH P&S, Palladium will improve national
capacity to catalyse an accelerated inclusive demographic transition and an
improved enabling policy and health systems environment for SRHR.
We are therefore looking for experts with demonstrated
thematic expertise on one or more of the following areas:
- Demographic
data modelling
- Maternal
Health with experience in post abortions care
- Healthcare
financing for SRHR
- Gender
and social inclusion
- Experience
in policy, manual and guidelines development in maternal health, safe
abortion, health financing for SRHR and gender and inclusion
Minimum Experience Required
- Thorough
theoretical knowledge of the subject area with proven ability to translate
theory into practice.
- Proven
capability to provide quality assurance of the work of others.
- Have
recognized, independently verified qualifications i.e., through
professional body membership.
- A
minimum of 5 years professional experience relevant to the field.
- A
master’s degree in the relevant field is desirable.
Submission Requirements
- Updated
CV (maximum 4 pages)
- A copy
of your passport
- Indicate
your right to work locations
- Highlight
your previous experience relevant to the thematic expertise
Our company provides equal employment opportunities (EEO) to
all employees and applicants for employment without regard to race, color,
religion, sex, national origin, age, disability or genetics.