Support Executive- Helpdesk & Capacity Building

About YRG MERF

Established in 1993, YRGMERF is a pioneering non-governmental organisation in India, committed to transforming lives through integrated healthcare, inclusive partnerships, and forward-looking research. Grounded in the values of integrity and sustainability, we address both immediate and evolving societal challenges empowering communities to attain equitable and lasting health outcomes. We provide comprehensive services across prevention, care, support, and treatment, particularly for those affected by HIV and other infectious diseases.

Role Overview

The Helpdesk and Capacity Building Support Executive will provide operational and user support for the SOCH Platform under the National AIDS Control Programme (NACP). The role involves handling user queries, issue tracking, coordination with technical teams, and supporting capacity-building activities across states and facilities.

The position requires regular interaction with programme users through multiple communication channels and involves travel for field-level training, implementation support, and user orientation activities.

The ideal candidate should possess strong communication, coordination, troubleshooting, and documentation skills, along with the ability to support users professionally in a dynamic programme environment.

Key Responsibilities Helpdesk Support Services

• Provide first-level support to SOCH platform users through email, phone calls, WhatsApp, and online communication channels.
  
• Support users with login issues, data entry concerns, password resets, workflow navigation, report generation, and general system usage queries.
  
• Register, categorise, and track user issues and complaints.
  
• Escalate unresolved issues to the technical or development team and follow up until closure.
  
• Maintain issue logs, ticket records, and resolution tracking systems.
  
• Prepare periodic reports on issue status, resolution timelines, pending cases, and recurring concerns.
  
• Coordinate with programme teams, technical teams, and state officials for issue resolution.
  

Capacity Building & Training Support

• Travel to states, districts, and facilities for training and implementation support activities.
  
• Conduct orientation sessions and hands-on training for SOCH platform users.
  
• Support capacity-building initiatives for counsellors, data entry operators, lab technicians, programme officers, and government stakeholders.
  
• Demonstrate system workflows, dashboards, reporting features, and platform modules during trainings.
  
• Assist in the preparation of training materials, SOPs, user manuals, quick reference guides, and support documentation in English and Hindi.
  
• Support User Acceptance Testing (UAT) and implementation activities during platform rollout.
  
• Gather user feedback and communicate recommendations to the technical team for system improvement.
  

Monitoring, Documentation & Reporting

• Ensure timely response and support to users across all communication channels.
  
• Maintain professionalism, confidentiality, and accuracy in all user interactions.
  
• Prepare daily, weekly, and monthly helpdesk reports and training documentation.
  
• Maintain records of recurring issues, FAQs, state visits, and user feedback.
  
• Support smooth adoption and implementation of the SOCH platform across programme location.
  

Requirements

Qualifications & Skills

• Graduate degree in Computer Applications, Information Technology, Health Informatics, or a related discipline.
  
• Minimum 1–2 years of experience in helpdesk support, technical support, MIS support, customer support, or health IT systems.
  
• Experience working with government health programmes or digital health platforms will be preferred.
  
• Strong communication, coordination, troubleshooting, and documentation skills.
  
• Knowledge of MS Office, online communication platforms, and web-based applications.
  
• Ability to manage multiple tasks and coordinate effectively with diverse stakeholders.
  
• Fluency in English and Hindi (spoken and written).
  
• Willingness to travel extensively for training and support activities.
  

Desirable Attributes

• Strong interpersonal and user-support skills.
  
• Ability to work independently and under tight timelines.
  
• Problem-solving and multitasking capabilities.
  
• High level of organisation, accountability, and attention to detail.
  
• Ability to work collaboratively within multidisciplinary teams.
  

YRG is an equal-opportunity organisation. At YRG, we are committed to supporting inclusion and diversity as part of our values. We celebrate employee’s differences in abilities, sexual orientation, ethnicity, faith, and gender. Our team are people with different strengths, experiences, and backgrounds, who share a passion for improving people's lives.