ICT Assistant – Arogya Health Centers

Mission and objectives

The World Health Organization leads and champions global efforts to achieve better health for all. By connecting countries, people and partners, we strive to give everyone, everywhere an equal chance at a safe and healthy life. From emerging epidemics such as COVID-19 and Zika to the persistent threat of communicable diseases including HIV, malaria and tuberculosis and chronic diseases such as diabetes, heart disease and cancer, we bring together 194 countries and work on the frontlines in 150+ locations to confront the biggest health challenges of our time and measurably advance the well-being of the world’s people.

Context

As part of Sri Lanka’s ongoing digital health transformation, the Ministry of Health is implementing the Arogya Digital Health Programme to strengthen primary healthcare service delivery through the deployment of the DHIS2-based Arogya Health Information System (Arogya HIS). Following the successful rollout of the system across 40 Arogya Health and Wellness Centres, the programme is now entering a rapid scale-up phase covering an additional 250 facilities nationwide. To ensure uninterrupted operations, timely technical support, and efficient deployment of ICT equipment across participating health institutions, the Ministry requires dedicated ICT support personnel. The proposed ICT Assistants will provide first-line helpdesk services, support the preparation and configuration of ICT equipment, assist with field deployments, and contribute to the effective functioning and expansion of the Arogya Digital Health Programme, thereby strengthening the Ministry’s capacity to deliver high-quality digital health services across the country.

Task Description

Under the overall supervision of direct supervision of the Arogya Digital Centre, the UN Volunteer will:

• Provide first-level technical support to users of the Arogya Health Information System (Arogya HIS) through the central helpdesk.
• Receive, record, track, and follow up on user support requests and ensure issues are resolved or referred to the appropriate technical team.
• Assist users with routine technical issues, including login problems, password resets, device setup, and basic troubleshooting of computers, tablets, printers, barcode scanners, and related equipment.
• Prepare and configure ICT equipment for deployment by installing approved software, applying standard settings, and conducting functionality tests. Label, document, and maintain records of ICT equipment to support inventory management and distribution.
• Support the installation and deployment of ICT equipment at health facilities and verify that devices and systems are functioning correctly before handover.
• Provide basic guidance to healthcare staff on the use of devices and routine troubleshooting procedures.
• Carry out routine maintenance, software updates, and basic equipment checks to ensure continued functionality of deployed devices.
• Maintain accurate helpdesk logs, deployment records, technical documentation, and activity reports.
• Report technical issues that require advanced support and assist the technical team in resolving them.
• Contribute to effective teamwork and knowledge sharing while maintaining the confidentiality of all information handled during the course of work.
• Undertake field visits to health facilities across Sri Lanka, as required, to support implementation and deployment activities.

Competencies and values

• Accountability
• Adaptability and flexibility
• Creativity
• Judgement and decision-making
• Planning and organising
• Professionalism
• Self-management

Living conditions and remarks

Sri Lanka is an island nation located off the south coast of India. It’s home to an estimated population of over 21 million people. It is a multi-ethnic, multi-cultural and multi- religious country. It is a tropical country with moderate temperate and high humidity all throughout the year. The climate is fairly temperate all throughout the year but humidity is usually high. From March to April the temperature averages around 32 degrees Celsius (88 degrees Fahrenheit). The only major change in the Colombo weather occurs during the monsoon seasons from May to August and October to January when heavy rainfalls occur. Colombo is situated in the Western Province of Sri Lanka and is the commercial capital of the country. The city is located on the west coast of the island, adjacent to the administrative capital, Sri Jayewardenepura Kotte. Bandaranaike International Airport is located 35km from Colombo and is served by the main international airlines. Sri Lanka currently has stable and safe living environment. Cost of living is relatively high with increased food and accommodation costs. The UN Volunteer will be based at the Ministry of Health in Colombo, Sri Lanka). Colombo is the administrative centre and offers a range of accommodation, transportation, medical, banking and other services. Sri Lanka is classified as a Family Duty Station. The security level in Colombo is UNDSS Level 1 (Low). You may check the full benefits and allowances applicable to the duty station using the UVP calculator. Please see the Conditions of Service for UN Volunteers for more information and details.”