Help Desk

Position Title: Help Desk 

Hiring Manager: Project Manager

Sector: Food Security

Contract Type:  Full time, 12 months 

Start Date: Feb 01, 2022

Office Location: Tripoli / Lebanon

Implementation Location: Akkar / Lebanon

Monthly Gross Salary:  400 to 500$
Submission Deadline: Jan 31st, 2022

Note: Please note this position relies on donor funding and final approval, if for any reasons the funding is blocked or delayed, Mercy-USA reserves the right to take action including terminating the hiring process and/or the contract immediately.

Job Purpose

A help desk staff member will be present at the distribution location to provide information and collect complaints.

Main Responsibilities

Answer any inquiries related to the ecards, pins, ATMs, and their usage

Collect complaints, refer them internally and report any cases to the appropriate WFP officer

Sending out the SMS reminders to beneficiaries and respond to any complaint

The helpdesk personnel will report to the Complaints Assistant

Minimum Hiring Requirements 

At least 2 years’ experience 

Personal and organizational skills, including time management and the ability to meet deadlines. 

Priority will be given to candidates living in Akkar area as the distribution sites are located in Akkar governorate. 

Competencies 

Corporate Competencies: 

Demonstrate integrity and respect to Mercy-USA values and mission

Display cultural, religious, racial, gender, age and nationality sensitivity and adaptability along with respect to all

Promote vision, mission and strategic plan of Mercy-USA in Lebanon.

An honest team-player with strong interpersonal skills

Functional Competencies 

Accurately completes and organizes multiple tasks by taking into account priorities and deadlines along with potential interruptions

Ability to identify program challenges and plan and communicate alternatives for smooth implementation of programs

Builds and establishes proper and organized relationships with management, staff, partners and IP’s as required

Knowledge Management and Learning

Ability to familiarize with new areas and people

Ability to deal with day-to-day stresses, complaints and field level security concerns that may arise 

Ability to use tools provided with little direction 

Ability to build new relations with individuals on the field in a comfortable and safe way 

Ability to differentiate between personal and business relations on the field

Self-Management 

Self-motivated, quick learner with an initiative to perform well and beyond expectations

Calm and well-mannered under pressure 

Quick response to urgent requests for information

Takes and responds well to feedback 

Open to opposing and various opinions 

Energetic and positive about the work being conducted 

Focused on results and meeting deadlines