ICT Assistant - Arogya Health Centers
Organizational Context
The World Health Organization (WHO) champions global health efforts, aiming to ensure everyone has an equal chance at a safe and healthy life. In Sri Lanka, WHO supports the Ministry of Health's digital transformation through the Arogya Digital Health Programme. This initiative strengthens primary healthcare by deploying the Arogya Health Information System (Arogya HIS). As the programme rapidly scales to cover 250 more facilities, dedicated ICT support is crucial for uninterrupted operations and efficient equipment deployment.
Job Purpose
This role supports Sri Lanka's digital health transformation by providing essential ICT assistance for the Arogya Digital Health Programme. The assignment focuses on strengthening primary healthcare service delivery through the deployment and maintenance of the Arogya Health Information System (Arogya HIS). The ICT Assistant will ensure the smooth operation of ICT equipment across numerous health facilities, contributing directly to the programme's rapid scale-up. By offering first-line technical support, configuring equipment, and assisting with field deployments, the role strengthens the Ministry of Health's capacity to deliver high-quality digital health services nationwide, ensuring the system's effectiveness and accessibility.
Responsibilities
Provide first-level technical support to Arogya HIS users via a central helpdesk, logging, tracking, and resolving or escalating support requests. Assist users with common technical issues, including login problems, password resets, and troubleshooting of computers, tablets, printers, and barcode scanners. Prepare and configure ICT equipment for deployment by installing software, applying standard settings, and conducting tests, while maintaining accurate inventory records. Support the installation and deployment of ICT equipment at health facilities, verifying functionality before handover. Offer basic user guidance on device operation and troubleshooting. Perform routine maintenance, software updates, and equipment checks. Maintain detailed helpdesk logs, deployment records, and activity reports. Escalate advanced technical issues and assist the technical team. Foster teamwork and knowledge sharing while ensuring information confidentiality. Undertake field visits across Sri Lanka as needed to support implementation and deployment activities.
Work Experience
A minimum of 1 month of experience is required, with 3 years of relevant experience being desirable. This includes demonstrated knowledge of computer hardware, Windows operating systems, office productivity software, and basic computer networking. Experience in providing first-level technical support and troubleshooting common ICT equipment issues is essential.
Skills
Key competencies include accountability, adaptability, flexibility, creativity, judgment, decision-making, planning, organization, professionalism, and self-management. Technical skills encompass information technology and telecommunications, software development, and training/capacity building. Strong organizational skills, attention to detail, and good communication and interpersonal abilities are also vital for effective user support and teamwork.