About YRG MERF<\/b><\/span><\/span><\/span>
<\/span><\/p>Established in 1993, YRGMERF is a pioneering\nnon\-governmental organisation in India, committed to transforming lives through\nintegrated healthcare, inclusive partnerships, and forward\-looking research.\nGrounded in the values of integrity and sustainability, we address both\nimmediate and evolving societal challenges empowering communities to attain\nequitable and lasting health outcomes. We provide comprehensive services across\nprevention, care, support, and treatment, particularly for those affected by\nHIV and other infectious diseases.<\/span><\/span><\/span>
<\/span><\/p>Role Overview<\/b><\/span><\/span><\/span>
<\/span><\/p>The Helpdesk and Capacity Building Support\nExecutive will provide operational and user support for the SOCH Platform under\nthe National AIDS Control Programme (NACP). The role involves handling user\nqueries, issue tracking, coordination with technical teams, and supporting\ncapacity\-building activities across states and facilities.<\/span><\/span><\/span>
<\/span><\/p>The position requires regular interaction\nwith programme users through multiple communication channels and involves\ntravel for field\-level training, implementation support, and user orientation\nactivities.<\/span><\/span><\/span>
<\/span><\/p>The ideal candidate should possess strong\ncommunication, coordination, troubleshooting, and documentation skills, along\nwith the ability to support users professionally in a dynamic programme\nenvironment.<\/span><\/span><\/span>
<\/span><\/p>Key Responsibilities Helpdesk Support\nServices<\/b><\/span><\/span><\/span>
<\/span><\/p>- Provide first\-level support to SOCH platform\nusers through email, phone calls, WhatsApp, and online communication channels.<\/span><\/span><\/span>
<\/span><\/span><\/li>- Support users with login issues, data entry\nconcerns, password resets, workflow navigation, report generation, and general\nsystem usage queries.<\/span><\/span><\/span>
<\/span><\/span><\/li>- Register, categorise, and track user issues\nand complaints.<\/span><\/span><\/span>
<\/span><\/span><\/li>- Escalate unresolved issues to the technical\nor development team and follow up until closure.<\/span><\/span><\/span>
<\/span><\/span><\/li>- Maintain issue logs, ticket records, and\nresolution tracking systems.<\/span><\/span><\/span>
<\/span><\/span><\/li>- Prepare periodic reports on issue status,\nresolution timelines, pending cases, and recurring concerns.<\/span><\/span><\/span>
<\/span><\/span><\/li>- Coordinate with programme teams, technical\nteams, and state officials for issue resolution.<\/span><\/span><\/span>
<\/span><\/span><\/li><\/ul>Capacity Building & Training Support<\/b><\/span><\/span><\/span>
<\/span><\/p>- Travel to states, districts, and facilities\nfor training and implementation support activities.<\/span><\/span><\/span>
<\/span><\/span><\/li>- Conduct orientation sessions and hands\-on\ntraining for SOCH platform users.<\/span><\/span><\/span>
<\/span><\/span><\/li>- Support capacity\-building initiatives for\ncounsellors, data entry operators, lab technicians, programme officers, and\ngovernment stakeholders.<\/span><\/span><\/span>
<\/span><\/span><\/li>- Demonstrate system workflows, dashboards,\nreporting features, and platform modules during trainings.<\/span><\/span><\/span>
<\/span><\/span><\/li>- Assist in the preparation of training\nmaterials, SOPs, user manuals, quick reference guides, and support\ndocumentation in English and Hindi.<\/span><\/span><\/span>
<\/span><\/span><\/li>- Support User Acceptance Testing (UAT) and\nimplementation activities during platform rollout.<\/span><\/span><\/span>
<\/span><\/span><\/li>- Gather user feedback and communicate\nrecommendations to the technical team for system improvement.<\/span><\/span><\/span>
<\/span><\/span><\/li><\/ul>Monitoring, Documentation & Reporting<\/b><\/span><\/span><\/span>
<\/span><\/p>- Ensure timely response and support to users\nacross all communication channels.<\/span><\/span><\/span>
<\/span><\/span><\/li>- Maintain professionalism, confidentiality,\nand accuracy in all user interactions.<\/span><\/span><\/span>
<\/span><\/span><\/li>- Prepare daily, weekly, and monthly helpdesk\nreports and training documentation.<\/span><\/span><\/span>
<\/span><\/span><\/li>- Maintain records of recurring issues, FAQs,\nstate visits, and user feedback.<\/span><\/span><\/span>
<\/span><\/span><\/li>- Support smooth adoption and implementation of\nthe SOCH platform across programme location.<\/span><\/span><\/span>
<\/span><\/span><\/li><\/ul><\/div><\/span>
Requirements<\/h3>
Qualifications & Skills<\/b><\/span><\/span><\/span>
<\/p>- Graduate degree in Computer Applications,\nInformation Technology, Health Informatics, or a related discipline.<\/span><\/span><\/span>
<\/span><\/li>- Minimum 1\u20132 years of experience in helpdesk\nsupport, technical support, MIS support, customer support, or health IT\nsystems.<\/span><\/span><\/span>
<\/span><\/li>- Experience working with government health\nprogrammes or digital health platforms will be preferred.<\/span><\/span><\/span>
<\/span><\/li>- Strong communication, coordination,\ntroubleshooting, and documentation skills.<\/span><\/span><\/span>
<\/span><\/li>- Knowledge of MS Office, online communication\nplatforms, and web\-based applications.<\/span><\/span><\/span>
<\/span><\/li>- Ability to manage multiple tasks and\ncoordinate effectively with diverse stakeholders.<\/span><\/span><\/span>
<\/span><\/li>- Fluency in English and Hindi (spoken and\nwritten).<\/span><\/span><\/span>
<\/span><\/li>- Willingness to travel extensively for\ntraining and support activities.<\/span><\/span><\/span>
<\/span><\/li><\/ul>Desirable Attributes<\/b><\/span><\/span><\/span>
<\/b><\/p>- Strong interpersonal and user\-support skills.<\/span><\/span><\/span>
<\/span><\/li>- Ability to work independently and under tight\ntimelines.<\/span><\/span><\/span>
<\/span><\/li>- Problem\-solving and multitasking\ncapabilities.<\/span><\/span><\/span>
<\/span><\/li>- High level of organisation, accountability,\nand attention to detail.<\/span><\/span><\/span>
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