Helpdesk & Training Officer

About Palladium:  
Palladium is a global company working to design, develop and deliver positive impact on the lives and livelihoods of people around the globe; broaden access to health, water, power, and infrastructure; build enduring, sustainable, and transformative institutions and market systems to address global challenges; and conserve the natural world. We operate in over 90 countries and have a workforce of 4,000 talented, motivated, and diverse staff of all religions, races, languages, and gender identities.  

Position Summary: 
The Helpdesk & Training Officer supports end-users through technical assistance, troubleshooting, and structured training on digital tools and dashboards. This role ensures timely resolution of issues through a ticketing system and develops user-friendly guidance materials to improve digital literacy among health system users. 

Location: Burundi  
Reports to: IT Systems Administrator

Primary Duties and Responsibilities: 

Operate a structured helpdesk and manage Tier 1 and Tier 2 user support, ensuring timely resolution of issues through standardized protocols. Develop and maintain comprehensive support materials including user manuals, video tutorials, FAQs, and SOPs. Deliver in-person and virtual training sessions on the use of digital platforms, dashboard interpretation, and HIS workflows. Track and analyze helpdesk data to identify recurring user issues and contribute to system improvement recommendations. Collaborate with system developers to escalate and resolve bugs or system configuration problems based on end-user feedback. Onboard new users and support role-based access configuration across platforms. 

Required Qualifications:

Bachelor’s degree in IT, education, public health, or related field.  Minimum of 2 years of experience in IT support or training, preferably in a health system context. Familiarity with helpdesk systems, digital health tools, and end-user support. Effective communication and presentation skills in French; English is an asset. Annum

Equity, Diversity & Inclusion - Palladium is committed to embedding equity, diversity, and inclusion into everything we do. We welcome applications from all sections of society and actively encourage diversity to drive innovation, creativity, success, and good practice. We positively welcome and seek to ensure we achieve diversity in our workforce; and that all job applicants and employees receive equal and fair treatment regardless of their background or personal characteristics. These include: (but are not limited to) socio-economic background, age, race, gender identity and expression, religion, ethnicity, sexual orientation, disability, nationality, veteran, marital or Indigenous status.    
Should you require any adjustments or accommodation to be made due to a disability, or you are a neurodivergent individual or for any other circumstance, please email our team at accessibility@thepalladiumgroup.com and we will be in touch to discuss.   

Safeguarding - We define Safeguarding as “the preventative action taken by Palladium to protect our people, clients and the communities we work with from harm”. We are committed to ensuring that all children and adults who come into contact with Palladium are treated with respect and are free from abuse.  All successful candidates will be subject to an enhanced selection process including safeguarding-focused interviews and a rigorous due diligence process.