Support Officer – HMIS (Service Desk – SEZ Base)

Apeiro Limited supports the rollout and day-to-day running of Health Management Information Systems (HMIS) for healthcare providers. The Support Officer – HMIS provides frontline remote and on-site support to healthcare providers during the deployment and stabilisation of the HMIS system, serving as the critical link between facility users, the service desk, and the HMIS Product Team.

• Provide day-to-day remote technical support to healthcare facilities, including ticket logging, triage, troubleshooting, and resolution in accordance with established Service Level Agreements (SLAs).
• Travel to healthcare facilities to provide embedded on-site support during system implementations, go-live activities, and post-go-live stabilization.
• Deliver on-site and remote end-user training, coaching, and refresher sessions to healthcare workers on HMIS applications and system functionality.
• Support the operational management of the HMIS Service Desk, ensuring adherence to ticketing processes, escalation procedures, SLAs, and service quality standards.
• Lead structured knowledge transfer sessions for facility users, system champions, and internal Service Desk teams to promote sustainable system adoption.
• Apply and reinforce Service Desk Standard Operating Procedures (SOPs), incident management processes, problem management practices, and system downtime procedures.
• Onboard healthcare facilities onto Service Desk support channels, communication processes, and incident reporting mechanisms.
• Log, categorize, prioritize, investigate, and escalate incidents through the Service Desk in accordance with defined support processes and escalation paths.
• Document recurring incidents, root causes, usability issues, and enhancement requests, providing actionable feedback to the HMIS Product and Engineering teams.
• Implement approved workaround procedures and business continuity processes during planned or unplanned system outages.
• Participate in daily Service Desk stand-ups, operational reviews, and continuous improvement initiatives.
• Contribute to the development and maintenance of knowledge base articles, user guides, troubleshooting documentation, and operational support materials.

• Bachelor's degree in Health Informatics, Information Technology, Computer Science, Clinical Medicine, Nursing, Health Records and Information Management, or a related field.
• Minimum of 3 years' experience providing IT support, Health Information Systems (HMIS) support, Service Desk operations, or working within a clinical or hospital environment.
• Experience supporting healthcare applications, Electronic Medical Records (EMRs), Hospital Management Information Systems (HMIS), or other digital health platforms.
• Experience using Service Desk or ITSM platforms for incident logging, tracking, and resolution.
• Strong understanding of incident management, troubleshooting methodologies, and customer support best practices.
• Excellent analytical, problem-solving, and troubleshooting skills.
• Strong interpersonal, communication, and customer service skills with the ability to engage effectively with clinical, administrative, and technical stakeholders.
• Willingness and ability to travel extensively to healthcare facilities nationwide on short notice.
• Ability to work independently, manage multiple priorities, and perform effectively under pressure.
• Experience working within Service Level Agreements (SLAs) and following established escalation procedures.
• Proficiency in Microsoft Office Suite and familiarity with remote support tools.
• Strong documentation skills with the ability to prepare user guides, knowledge base articles, and support documentation.
• Prior experience supporting Hospital Management Information Systems (HMIS), Electronic Medical Records (EMRs), or other digital health platforms.
• Familiarity with IT Service Management (ITSM) frameworks and Service Desk operations, including ITIL principles.
• Experience using Service Desk and ticketing platforms such as ServiceNow, Jira Service Management, Freshservice, or equivalent solutions.
• Knowledge of healthcare interoperability standards such as HL7, FHIR, or OpenHIE is an added advantage.
• Experience delivering end-user training, user adoption, and change management initiatives.