The eLMIS Support Officer supports the Government of Nepal's electronic Logistics Management Information System (eLMIS) system support under the Meeting Targets and Maintaining Epidemic Control (Epic) Procurement and Supply chain Management (PSM) project. This role involves providing off-site support to end users to ensure system use, through phone calls (toll-free numbers, mobile or landline), email conversation, and other forms of instant messaging tools and will act as the level one (L1) support. 

Key Responsibilities

• Act as first point of contact to users and provide timely support to users.
• Extract logistic data from eLMIS and provide to the Integrated Health Information Management System (IHIMS), Management Division (MD) and other Divisions and Centers as requested 
• Respond to user’s queries regarding eLMIS via any medium of support like tollfree number, phone, emails, WhatsApp/Viber and follow up with users raising issues as needed.
• Track issues in Team Foundation Server (TFS) to ensure that all queries raised by users are reported in the platform alongside their resolution path.
• When continuously receiving calls on certain types of issues, request that additional training, Frequently Asked Questions (FAQs), and/or documentation be developed or updated to reflect the types of calls being received.
• Update Master Data, access request, system admin tasks 
• L1 will ensure resolution of the issues with in define timeline with the close coordination with next level [level 2 (L2) and level 3 (L3)] service providers.
• Ensure the eLMIS instance is always available (24*7) and notify EpiC PSM project
• immediately upon recognition of issues.
• Ensure system operationalization, follow up with the sites and update IHIMS about the system usage.
• Track and trace system utilization rate: percentage of eLMIS sites that create orders and receive orders through the eLMIS system, percentage of sites using eLMIS system for invoice generation,
• Prepare helpdesk support report in close coordination with other team members.
• Other duties as assigned by the supervisor.

Requirements

• A Bachelor's degree with at least two years of relevant experience in information technology (IT), pharmacy, or a related field.
• Demonstrated experience in help desk support and management.
• Familiarity with supply chain management and eLMIS.
• A customer-focused mindset with a strong orientation toward service delivery.
• Proactive in managing multiple tasks, managing, and working in virtual work environment, and flexible and open for managing time for working with different teams in different time zones as needed. 
• Excellent interpersonal, organizational, communication, team building and management, and problem-solving/troubleshooting skills. A customer-focused mindset with a strong orientation toward service delivery.
• Excellent oral and written English and Nepali including documentation skills.