Reports IT Manager

ABOUT WASHINGTON HEALTHCARE

Founded in 2015, Washington Healthcare PLC has grown into Ethiopia’s premier healthcare provider, operating two medical centers with 80 beds, two pharmacies, and a diagnostic center staffed by over 300 healthcare professionals, serving more than 2 million patients. The organization combines advanced medical technology with internationally informed healthcare practices to deliver high-quality, accessible care to both local communities and international patients, driven by a strong commitment to excellence, accessibility, and innovation.

The IT Support and Helpdesk Coordinator is responsible for managing the hospital's IT helpdesk operations and end-user support services to ensure the timely resolution of technical issues affecting clinical, administrative, and business operations. The role oversees first- and second-line technical support, service desk operations, IT asset deployment, user account administration, and end-user training. The IT Support and Helpdesk Coordinator ensures high levels of customer service, effective incident management, and adherence to service level agreements (SLAs), while supporting the reliable operation of the hospital's information technology environment.

KEY RESPONSIBILITIES:

• IT Helpdesk Operations Duties:
  • Coordinate and supervise daily IT helpdesk operations.
  • Receive, prioritize, assign, and monitor IT support requests through the service desk system.
  • Ensure timely resolution of incidents and service requests in accordance with established Service Level Agreements (SLAs).
  • Escalate complex technical issues to the IT Infrastructure Manager, Application Support Manager, or IT Security Manager as appropriate.
  • Monitor helpdesk performance and recommend service improvements.
  • Ensure accurate documentation and closure of all support tickets.
• End-User Technical Support Duties:
  • Provide first- and second-level technical support to employees on hardware, software, network connectivity, printers, communication systems, and mobile devices.
  • Troubleshoot issues related to desktop computers, laptops, tablets, peripherals, and hospital workstations.
  • Support users of the Hospital Information System (HIS), Electronic Medical Records (EMR), Microsoft 365, ERP, email, and other business applications.
  • Coordinate the installation, configuration, relocation, and replacement of IT equipment.
  • Ensure prompt restoration of IT services to minimize operational disruptions.
• User Account and Access Management Duties:
  • Create, modify, and deactivate user accounts based on approved requests.
  • Support password resets and user authentication requests.
  • Maintain accurate records of user access and IT assets assigned to employees.
  • Coordinate with the IT Security Manager to ensure compliance with user access and password policies.
  • Ensure user access requests are processed according to approved authorization procedures.
• IT Asset Management Duties:
  • Coordinate the deployment, inventory, tracking, and recovery of IT equipment.
  • Maintain an accurate inventory of computers, printers, mobile devices, software licenses, and accessories.
  • Ensure IT assets are tagged, recorded, and managed throughout their lifecycle.
  • Coordinate preventive maintenance and equipment replacement schedules.
  • Assist in procurement activities related to end-user computing equipment.
• Customer Service and User Training Duties:
  • Provide professional, courteous, and customer-focused IT support services.
  • Educate users on proper use of IT systems, security practices, and available technology resources.
  • Develop user guides, FAQs, and basic training materials.
  • Conduct orientation sessions for new employees on IT policies, systems, and acceptable use.
  • Promote user awareness of cybersecurity and information security practices.
  • Participate in risk management and business continuity initiatives.
• Systems Monitoring and Maintenance Duties:
  • Monitor workstation health, printer availability, and end-user device performance.
  • Coordinate software installations, updates, and operating system patches on end-user devices.
  • Report recurring technical issues and recommend long-term solutions.
  • Assist in testing newly deployed hardware and software before implementation.
  • Coordinate with Infrastructure and Application Support teams during system upgrades and maintenance.
• Reporting and Documentation Duties
  • Prepare daily, weekly, and monthly helpdesk performance reports.
  • Monitor service desk metrics including response time, resolution time, ticket backlog, and customer satisfaction.
  • Maintain technical documentation, troubleshooting guides, and standard operating procedures.
  • Report recurring incidents and recommend process improvements.
  • Maintain complete records of IT support activities.
• Leadership and Administrative Duties
  • Supervise and mentor IT Support Officers, Helpdesk Technicians, and Desktop Support Technicians.
  • Assign work schedules and monitor team performance.
  • Participate in departmental planning and continuous improvement initiatives.
  • Promote teamwork, accountability, and high-quality customer service.
  • Support implementation of IT policies, standards, and procedures.
• Other Duties as Required
  • Participate in IT projects, infrastructure upgrades, and digital transformation initiatives.
  • Support internal and external IT audits.
  • Assist during emergency system recovery and business continuity activities.
  • Perform other duties assigned by the Head of Information Technology (IT Manager).