PROJECT: Global Health Supply Chain – Procurement and Supply Management (GHSC-PSM) Nepal General Summary and Background 

The purpose of the Global Health Supply Chain (GHSC) – Procurement and Supply Management  (PSM) project is to ensure uninterrupted supplies of health commodities in support of USG-funded public  health initiatives around the world. The project provides direct procurement and supply chain management  support to the President’s Emergency Plan for AIDS Relief (PEPFAR), the President’s Malaria Initiative (PMI),  and Population and Reproductive Health. In supporting USG-funded global health activities, GHSC-PSM will  develop and manage a wide array of services for health commodity procurement and related systems  strengthening technical assistance encompassing different elements of a comprehensive supply chain. 

At the country level, GHSC-PSM supports country strategies and priorities that fall under the following three  project objectives: 

• Global Commodity Procurement and Logistics 
• Systems Strengthening Technical Assistance 
• Global Collaboration to Improve Long-Term Availability of Health Commodities Purpose 

The purpose of eLMIS Help-Desk Support Executive is to support Government of Nepal electronic Logistics  Management Information System (eLMIS) system support. The eLMIS Help-Desk Support Executive shall  provide off-site support to end users to ensure system use, through phone calls (toll free numbers, mobile or  landline), email conversation, viber and other forms of instant messaging tools. eLMIS Help-Desk Support  Executive shall use an issue logging system called TFS (Team Foundation Server). Team Foundation Server  (TFS) is a Microsoft product for reporting, requirements management, project management, automated  builds, testing and release management capabilities. TFS is currently using for issue management, all the  request from the users is logged in the TFS system, for monitoring and reporting purpose. eLMIS Help-Desk  Support Executive will act as the level one (L1) support. This will be a basic and first level of support where  eLMIS help desk receives the issue either through a phone call or an email and logs the issue into the TFS  ticketing system. L1 will Manage helpdesk, triage, troubleshoot, and ensure elementary problems are resolved.  This includes but is not limited to: basic “how to” questions, browser issues, connectivity problems, password  resets, uploads stock balances of newly created sites, reports usage and clarification etc. The eLMIS Help Desk Support Executive shall provide eLMIS Helpdesk support (L1/L2) to receive, troubleshoot, and respond  to end-user problems or requests, log and track the problems or requests, and determine the best mechanism  to address the problems or requests. One of the top priorities of the eLMIS Helpdesk is to ensure a consistent  response to problem resolution, service requests, status reporting and notification of changes related to the  information technology environment of the eLMIS. 

Principal Duties and Responsibilities:

• Respond to basic questions regarding user concerns. 
• Provide guidance to navigate the eLMIS pages and forms through step-by-step approach, helping to  resolve username/password issues, provide clarification on operating transactions and reports,  other challenges faced when using eLMIS. 
• Act as first point of contact to users and provide timely support to users.
• 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 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, FAQs,  and/or documentation be developed or updated to reflect the types of calls being received. 
• Assign tickets to L2 Master Data, access request, system admin tasks to be assigned to L2, L1 will  ensure resolution of the issues with in define timeline with the close coordination with L2 and L3. 
• Ensure the eLMIS instance is always available (24*7) and notify GHSC-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:  

1. Percentage of eLMIS sites that create orders and receive orders through the eLMIS system, 
2. Percentage of sites using eLMIS system for invoice generation,  

• Prepare helpdesk support report in close coordination with other team members. 
• Other duties as assigned. 

Experience, Skills and Qualifications :

• Bachelor’s Degree in engineering, IT, Pharmacy or related field is required. 
• Proven working experience in providing help desk support and management. 
• Working experience as Helpdesk Support for at least 1+ years.  
• Knowledge of supply chain management and eLMIS. 
• Problem-solving skills, methodical and logical approach. 
• Strong client-facing and communication skills  
• Advanced troubleshooting and multi-tasking skills  
• Customer service orientation  
• Interpersonal skills 
• This is a local position for Nepali nationals 

Level of Effort and Location 

• This long-term position will be based in Katmandu, Nepal, with intermittent travel throughout the country. 

Supervision: The eLMIS Help-Desk Support Executive will report to the eLMIS Helpdesk Coordinator.