Helpdesk Operator

Job Title Helpdesk Operator

Department Operations

Position Location District

Type of Agreement Renewable fixed-term contract

Position Reporting District Training Officer

Position Reportees

Position Level Junior

**Educate Girls - An Overview**:
Vision
- We aim to achieve behavioural, social and economic transformation for all girls towards an

India where all children have equal opportunities to access quality education.

Background
- Educate Girls (a project of 'Foundation to Educate Girls Globally’) is a non-profit

organization that focuses on mobilizing communities for girls’ education in India’s rural and

educationally backward areas. Strongly aligned with ‘Right to Education Act’ or the ‘Samagra

Shiksha’ the organization is committed to the Government’s vision to improve access to primary

education for children, especially young girls. Educate Girls currently operates successfully in over

20,000+ villages in Rajasthan, Madhya Pradesh and Uttar Pradesh. By leveraging the Government’s

existing investment in schools and by engaging with a huge base of community volunteers, Educate

Girls helps to identify, enrol and retain out-of-school girls and to improve foundational skills in

literacy and numeracy for all children (both girls and boys). This helps deliver measurable results to a

large number of children and avoids parallel delivery of Services.

**Position Overview**:
The Helpdesk Operator plays a key role in tracking the progress of project activity of district and
providing guidance, support and help to field staff and volunteers (_Team Balika_) both directly and
indirectly.

**Position in the Organogram:
**Position Key Responsibilities:
**Communication with volunteer and other stakeholders of community**
- Collection of information from field.
- Tracking the enhancement of work on the field.
- Ensure better circulation of information within the organization and between the

organization and its stakeholders (75% of time allocated) through phone calls.
- Receive information on request from stakeholders (Schools, Teachers, Field Staff, Team

Balika).
- Share all information with team members as required

**Documentation**
- Keep calls records of all information digital/hard.
- Update existing data by tele-calls.
- Support to maintain the training data on PMS.
- Maintain report and files
- Keep and Maintain organization press
- book.
- Help to maintain records
- Maintain the Team _Balika_ record.
- Documentation of trainings on PMS & reporting

**Liaison & Support**
- Support in volunteer management
- Provide support to all departments as required
- Assist program team when needed
- Support the field staff in their field work whenever required.

District Operations
Lead

District Training
Officer

Program
Associate

Helpdesk
Operator

**Desired Incumbent Profile:
**Personality**: Self-driven, result-oriented with a positive outlook and a clear focus on high quality
output. Excellent conceptual and analytical skills. Proactive approach to problem-solving with strong
decision-making capability. Strong organizational skills that reflect ability to perform and prioritize
multiple tasks seamlessly with excellent attention to detail. Very strong interpersonal skills and the
ability to build relationships with multiple stakeholders. Empathic communicator, ability to see
things from the other person's point of view. Ability to get along with variety of individuals and a
team-player.

**Work Life Balance**: Must be mature and domestically secure. Able to manage travel (4-5 days per
month as per need) without upsetting domestic situation. Able to work extended hours on
occasions when required.

**Technology skills**: Must be adept in use of MS Office, particularly Excel and Word, and ideally Access
technologies being introduced in the organization.

**Specific Job Skills & Values**:

- Sound contextual knowledge of local issues, organizational relationships, social and cultural

constraints and realities, and environmental conditions, Right to Education, Child
Psychology, and Community Motivation
***
- Demonstrated ability to cultivate relationships, collaborate with individuals in a culturally

diverse setting and build consensus.
***
- Ability to multitask and perform under stress situation
- Ability to treat people equally irrespective of gender
- Integrity towards the work and ability to “know & do” what is right
- Working effectively and inclusively with a range of people both within and outside of the

organization
- Ability to communicate effectively with a wide range of audiences at local, state and national

levels.
- Strong organizational skills and ability to effectively handle multiple tasks and meet strict

deadlines.
- Commitment to working through systems of community participation and accountability
- Good effective communication skills
- Good understanding of EG program
- Efficient at Data handling & data management. Flair for organised Record keeping.**
**Ad