Baru Helpdesk Supervisor for HEART

Date Posted: Hari Ini

Job Description


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a) Background Digitalization of the health system has been challenging due to the fragmentation and weak governance of the public sector’s data ecosystem challenges which have been compounded by the COVID-19 pandemic. While there had been efforts to digitalize public services and data collection, as well as promote open and inclusive data, these platforms and systems remain fragmented and different support systems. The Ministry of Health has compiled a Health Information System Roadmap where health information is interpreted as health data that has been processed or processed into a form that contains value and meaning that is useful for increasing knowledge in supporting health development. This data and information is then used as a reference in the management process, decision making, planning, and accountability. However, until now, the existing health information system has not been able to provide accurate, timely and fast data and information. Development of health information technology still faces challenges even though the Information System Roadmap has been prepared and currently needs to be updated and is still in the process of updating the System Roadmap and the development of Big Data Analytics at the Ministry of Health, Server capacity for Big Data analysis still needs to be optimized, HR Capabilities operating Big Data application tools is still inadequate in integrating various data sources, integrating big data technology with existing infrastructure, determining financing strategies for big data initiation, and managing data control risks (security, privacy, data quality). The implementation of one-data information system also need support on governance among implementors from national to sub natonal level and ensure better coordination. b) Rationale / background and objectives of the project The Indonesian government has committed to undertaking bureaucratic reform. One of the targets is to realize electronic-based governance. The application of this requires a comprehensive digital transformation, both from the system to the human resources of the apparatus. The strategy for accelerating digital transformation has been outlined in Presidential Decree No. 95/2018 concerning Electronic Based Government Systems (SPBE). The aim is to achieve effective, transparent, and accountable governance as well as quality and reliable public services. One of the programs that will be implemented is the one data policy. This is stated in Presidential Regulation No. 39/2019 concerning One Indonesian Data (SDI). Through SDI implementation, the government can collect data in one door that is accurate, up to date, integrated, and easily accessible. The focus is on supporting government development programs. Therefore, the data provided includes data on food, energy, infrastructure, maritime, education, health, education, economy, industry, tourism, and bureaucratic reform. The data is used for decision making and fulfilling data needs for the community. In the health sector, the utilization of big data is a promising form of intervention. This is particularly related to efforts to accelerate the process of national economic recovery due to the impact of the Covid-19 pandemic and to improve the quality of health services. For example, the Covid-19 Vaccination One Data Information System based on Permenkes 10/2021 concerning Implementation of Vaccinations in the Context of the Covid-19 Pandemic. This system can assist the government in collecting data on vaccine target participants, registering, monitoring, allocating vaccines per province based on the rate of achievement, evaluating vaccination outcomes and logistics. However, a decent long-term strategy and plan is needed so that its utilization can be integrated between institutions and prioritize the principles of user / patient information security. The steps that can be taken are as follows:
  • Developing a big data ecosystem to improve the health service system in the Covid-19 pandemic era and universal healthcare efforts.
  • Development of an integrated monitoring and evaluation system by integrating data from all program stakeholders.
  • Strengthening partnerships between the government and the private sector in optimizing health big data for program improvement.
In line with this strategy, the One Data Vaccination Information System is planned to integrate all related systems. Developed by PT Telkom Indonesia, Tbk, Satu Data integrates various systems such as Pcare-Vaccination (at BPJS Kesehatan), PeduliLindung (at the Ministry of Communication and Information), Bio-Tracking (at PT Bio Farma), and SMILE (at the Ministry of Health and UNDP). This is used for preparation, implementation, reporting, monitoring and evaluation in the administration of COVID-19 vaccination.The Ministry of Health requested support from UNDP in realizing the implementation of big data and one health data dashboard. In letter no. IR.02.01 / 2/0817/2021, the Ministry of Health requests for technical assistance and meeting activities. A team will be formed to support this which consists of IT Project Manager/Lead Engineer; Senior software engineer, data analyst, developer, helpdesk & CRM, business analyst, UI/UX designer, etc. UNDP will also assist in supporting activities such as consignment meetings will also be conducted by involving guest experts to provide input and evaluation of the progress of working on a one data information system. Support is provided in accordance with the UNDP Indonesia Country Program 2021-2025. The Technical Assistance will support national efforts to contribute directly to the RPJMN 2020-2024 aims at improving access and quality of health services. In addition, to achieve the 2030 Sustainable Development Goals particularly in indicator 3.8.1 relating to the coverage of essential health services. The main objective of this activity is to improve access and the quality and of health services through the implementation of the Electronic Based Government Systems policy. The products produced from this policy are big data and one health data dashboard, which in the initial stage focuses on health data in the Data and Information Center, Ministry of Health.
Institutional Arrangement The incumbent will report to the Project Manager of STRATEGIC and Health Governance Initiativr(HEART) Project who will be the primary supervisor of the incumbent. Enclosed org chart for reference as annex to this TOR.

Duties and Responsibilities

Scope of Work Under guidance of the Strengthening Health System Digitalization in response to the COVID-19 Pandemic in Indonesia (STRATEGIC) Project manager, s/he will be responsible for the following task in supporting : 1. As part of the Digital Transformation Office DTO Team in Pusdatin, S/He contributes in SOP for case handling and product system operation procedure (SOP) that documents how to use the product, with detailed:
  • Provide first level contact and convey resolutions to customer and/or user issues during the product implementation
  • Develop helpdesk system e.g case handling system and product SOP to increase the costumenr satisfaction
  • Properly escalate unresolved queries to the next level of support and provide feedback to the costumer
  • Track, route and redirect problems to correct resources
  • Update customer data and produce routine activity reports to development team and user
  • Develop problem report and follow up action to the reported issues from the costumer
  • Receive and report on basic to complex software and hardware malfunctions from costumer and escalate to related unit if needed
  • Conduct troubleshoot, diagnose, and repair basic network, systems, and applications malfunctions
2. Ensure provision of timely and high qualified service focusing on
  • Effective service for walk customers through problem solving process
  • Timely follow up with customers, provide feedback and see problems through to resolution
  • Ensure excellent customer service skills and exceed customers’ expectation
  • Ensure proper recording, documentation and closure
  • Recommended procedure modifications or improvements
  • Preserve and grow your knowledge of help desk procedures, products and services
  • Determine appropriate action within clearly defined guidelines and escalation procedures.
3. Supports knowledge building and knowledge sharing focusing on achievement of the following results:
  • Maintain current knowledge of various systems applications and operations.
  • Train and provide clear and concise work direction to others.
  • Organization of trainings for the operations/ projects staff.
  • Synthesis of lessons learned and best practices in project management support function
  • Contributions to knowledge networks and communities of practice.
  • Effective contribution to learning and knowledge sharing in gender analysis and gender mainstreaming
4. The incumbent of the position should avoid any kind of discriminatory behavior including gender discrimination and ensure that
  • Human rights and gender equality is prioritized as an ethical principle within all actions;
  • Activities are designed and implemented in accordance with “Social and Environmental Standards of UNDP;
  • Any kind of diversities based on ethnicity, age, sexual orientation, disability, religion, class, gender are respected within all implementations including data production;
  • Differentiated needs of women and men are considered;
  • Inclusive approach is reflected within all actions and implementations, in that sense an enabling and accessible setup in various senses such as disability gender language barrier is created;
  • Necessary arrangements to provide gender parity within all committees, meetings, trainings etc.


  • Demonstrates focus on achieving quality results and impact
  • Consistently strives to meet or exceed excellent standards
  • Efficiently establishes appropriate plans and resources for self and others to accomplish goals
  • Holds self and others accountable for results
Think Innovatively
  • Seeks patterns and clarity outside, across and beyond boxes and categories, resists false certainty and simplistic binary choices
  • Looks beyond conventional approaches and established methods
  • Proposes new ideas, approaches and solutions to problems
Learn Continuously
  • Actively pursues opportunities for learning and self-development, professionally and personally
  • Keeps up to date with new developments in own professional area
  • Proactively seeks feedback, demonstrates a desire to learn from others as well as from experience, both positive and negative
  • Contributes to the learning of others
Adapt with Agility
  • Actively pursues opportunities for learning and self-development, professionally and personally
  • Keeps up to date with new developments in own professional area
Act with Determination
  • Is flexible in handling change, and adopts new ideas, approaches and ways of working
  • Seamlessly adapts to working with new situations or contexts, with new people, and in different ways
  • Participates in, supports, or drives meaningful change in UNDP
  • Is comfortable with ambiguity and effectively manages juggling multiple demands
Engage and Partner
  • Demonstrates and encourages teamwork and co-creation, internally and externally, to achieve joint objectives and results
  • Acts in a way that demonstrates empathy and emotional intelligence, showing consideration for the needs and feelings of others
Enable Diversity and Inclusion
  • Understands and appreciates issues from the perspective of others
  • Treats all individuals with respect, considers ethical implications and responds sensitively to all differences among people
  • Fully accepts and values all people, creating an inclusive environment
  • Understands that inclusion is multi-faceted (e.g. race, gender, age, disability, culture, etc.) and treats everyone fairly and equally
  • Demonstrates honesty and transparency

PEOPLE MANAGEMENT COMPETENCIES Demonstrate Empathy and Emotional Intelligence
  • Genuinely care about people; demonstrate empathy with the joys and pains of others
  • Enable the wellbeing of the team(s)
  • Read a group’s emotional currents and power relationships, identifying influencers, networks, and organisational dynamics; adapt leadership styles at the appropriate times
  • See the positive in people, situations, and events
Motivate and Direct
  • Create and communicate a compelling vision and purpose
  • Align people and resources with organisational vision, strategy, objectives
  • Understand and proactively build the team/organisation culture
Build an Enabling Workplace
  • Create a working environment where people are engaged and want to do their best; empower and enable team members to perform and have a positive workplace experience
  • Promote honesty, openness, trust and psychological safety and create opportunities to innovate and learn
  • Recruit and promote individuals based upon objective measures and meritocracy; acknowledge and utilise the talent of others
  • Encourage collective action and integration
Build Capability
  • Identify and develop talent in individuals, providing positive support to enable them to achieve their potential
  • Foster learning or development of others by giving feedback, guidance, and support; support career development of others
  • Have willingness and ability to delegate to help people learn, including from failure
Manage Performance and Ensure Accountability
  • Ensure regular conversations with people about work
  • Provide positive and constructive feedback
  • Discuss poor performance in a timely manner
  • Provide praise and recognition, as well as ensure accountability
Lead with Humility
  • Be authentic and transparent, act with integrity
  • Be accessible and available to team members they lead
  • Encourage debate and discussion, creating a culture where people are comfortable to challenge senior leaders and feel listened to
  • Be modest, giving credit for success to others and admit own shortcomings
CROSS FUNCTIONAL COMPETENCIES Digital Awareness and Literacy Ability and inclination to rapidly adopt new technologies, either through skilfully grasping their usage or through understanding their impact and empowering others to use them as needed Working with Evidence and Data Ability to inspect, cleanse, transform and model data with the goal of discovering useful information, informing conclusions and supporting decision-making Communication Ability to communicate in a clear, concise and unambiguous manner both through written and verbal communication; to tailor messages and choose communication methods depending on the audience Ability to manage communications internally and externally, through media, social media and other appropriate Channels TECHNICAL COMPETENCIES Gender Gender Mainstreaming UN policy knowledge - ethics Knowledge and understanding of the UN Staff Regulations and Rules and other policies relating to ethics and integrity Innovation Technology and Innovation Information Strategy - Portfolio management and governance Knowledge of developing and implementing ICT strategy, portfolio management, governance, and policies Security Information Management Analytical capabilities to process diverse security information and develop recommendations Verbal and written communication
  • Ability to effectively communicate both verbally and in writing to convey key facts and findings

Required Skills and Experience

Minimum Qualifications of the Successful NPSA Min. Academic Education Bachelor of Information Technology, Computer Science or equivalent Min. years of relevant Work experience
  • At least 3 (three ) years working experience in providing Help Desk support
Required skills and competencies
  • Have a good knowledge and experience on communicate data processing procedures and requirements to users.
  • Communicate effectively both orally and in writing.
  • Effective writing for documenting support procedures.
  • Establish and maintain cooperative and effective working relationships with others.
  • Work cooperatively with others. Work independently with little direction
Desired additional skills and competencies
  • Experienced working with government project/partner is a plus
  • Ability to drive program execution along with the MoH staff of various capacity and background.
  • Interpersonal skills suitable for teamwork, as well as for fast moving, highly demanding, bureaucratic environments and decentralized system.
Required Language(s) (at working level) Fluency in English and Bahasa Indonesia in both writing and speaking

ATLAS Position Number 00173042


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