SyNCH Helpdesk Consultants x8

Company information

Company

HST Careers

Division

HSS

Health Systems Trust is an innovative non-profit organisation working to strengthen ongoing development of comprehensive health systems in southern Africa

Province

National

Job Specification Information

Title

SyNCH Helpdesk Consultants x8

Description

The Health Systems Trust (HST) is a leading non-profit organisation working to strengthen health systems and improve health outcomes in South Africa. HST invites suitably qualified and experienced candidates to apply for the position of SyNCH Helpdesk Consultant. This position forms part of the Bill & Melinda Gates Foundation (BMGF)-funded Digital Health Optimisation Programme. The SyNCH Helpdesk Consultant will be responsible for the effective day-to-day operation of the SyNCH Helpdesk, providing first-line technical, system, and user support to facilities, districts, provinces, and partners using the SyNCH system. The role supports system accessibility, functionality, governance, and data quality by ensuring timely resolution and escalation of Helpdesk queries, accurate user and account management, and close co-ordination with district teams. The position contributes to the sustainability and national scale-up of the SyNCH platform. This is a fixed term contract renewable based on funding and performance.

Key Responsibilities

• Provide first-line technical and system support to SyNCH users. • Classify, log, resolve, and escalate Helpdesk queries in line with service level agreement (SLA) requirements. • Provide remote troubleshooting support (hardware, software, connectivity). • Create, manage, audit, and maintain user accounts and system access. • Provide system orientation and refresher training as required. • Communicate system updates, enhancements, and workflow changes to users. • Monitor facility internet data usage and identify abnormal or inappropriate usage. • Escalate site visit requests to relevant district support teams/personnel where remote support is insufficient. • Produce weekly, monthly, and ad hoc Helpdesk performance and utilisation reports. • Support audits related to system access, account usage, and data quality. • Monitor patient medicine parcel (PMP) compliance and pick-up point (PuP) registration and activation on SyNCH. • Maintain and implement escalation pathways for ICT, asset, and clinical issues. • Contribute feedback, lessons learnt, and system improvement recommendations. • Conduct system orientation, mentoring, and training sessions to support skills transfer. • Communicate, escalate, and resolve issues with various stakeholders such as Central Chronic Medicine Dispensing and Distribution (CCMDD) programme, service providers, Department of Health etc.

Key Attributes

• Working knowledge of Helpdesk software, ticketing systems, databases, and remote support tools. • Sound knowledge of hardware and software troubleshooting and management. • Strong client-facing, communication, and stakeholder engagement skills. • Advanced computer literacy (MS Excel, Word, PowerPoint, Outlook, Internet). • M&E knowledge and analytical skills will be an added advantage. • Ability to work independently under pressure and meet deadlines.

Education Required

Matric

Qualification Required

• Matric • Qualification in Information Technology, Health Sciences, M&E, Customer Service or related field (NQF Level 5). • English language proficiency (verbal and written). • Proficiency in one or more additional South African languages will be an advantage.

Experience Required

• 2–3 years’ experience in call centre or health information system implementation. • Proven experience providing first- and second-line Helpdesk support. • Knowledge and experience in SyNCH system implementation and support will be advantageous. • Working knowledge of Helpdesk software, ticketing systems, databases, and remote support tools. • Sound knowledge of hardware and software troubleshooting and management. • Strong client-facing, communication, and stakeholder engagement skills. • Advanced computer literacy (MS Excel, Word, PowerPoint, Outlook, Internet). • M&E knowledge and analytical skills will be an added advantage. • Ability to work independently under pressure and meet deadlines.

Remuneration

A salary package commensurate with the successful candidate’s experience and qualifications and in line with HST’s Job Grading System will be offered

Other Job Details

APPLICATIONS and ENQUIRIES • Interested applicants must complete their application online: https://careers.hst.org.za/ • Applicants are to ensure that they understand and meet the requirements. • Applicants who meet the requirements must ensure that their on-line applications are completed in full, and that comprehensive CVs are uploaded with the on-line application in order to be considered. • Applicant’s CV must be saved with a filename reflecting their name and surname. • No applications sent via e-mail will be considered for the job, as all applicants must submit their applications online at the provided link. PLEASE NOTE: • Priority will be given to HST and agency staff whose contracts are ending. • Personal information collected is processed lawfully in terms of the Protection of Personal Information Act (POPIA). • Shortlisted candidates will be requested to submit certified copies of all qualifications and identity documents. • Applications received after the closing date will not be considered. • Correspondence will be limited to shortlisted candidates. • All shortlisted candidates will be subjected to reference and credential checks. • If you have not been contacted within 30 days of the closing date of this advertisement, please accept that your application has been unsuccessful. • HST reserves the right to not fill this position. CLOSING DATE FOR APPLICATIONS: 02 February 2026, at 16h30. Health Systems Trust subscribes to diversity and inclusivity, which is informed by the Company’s Employment Equity Plan. Based on this, Indian males, African females and people with disabilities who meet the job specifications (including but not limited to the required skills, knowledge and education), are encouraged to apply.