Jembi / UEM-Moasis conducts Virtual Training for 9 Help Desk Agents Complying with COVID-19 Preventive Measures

Jembi / UEM-Moasis conducts Virtual Training for 9 Help Desk Agents Complying with COVID-19 Preventive Measures

Although the country is in state of emergency due to the COVID-19 pandemic, Jembi / UEM-Moasis continues to be operational, carrying out work plans activities while ensuring and safeguarding the health and welfare of its employees obeying the established measures of prevention of COVID-19. In this sense, Jembi / UEM-Moasis provided support to the PEPFAR implementation partners, namely JHPIEGO and APHL in the training of Help Desk Agents.

Image 1: Jembi Help Desk Trainers

Maputo, Mozambique – April 2020 – Within the process of standardizing the Help Desk (HD) service for health information systems (SIS) supported by PEPFAR as a single channel of communication between partners, the HD  training was carried out remotely from the Jembi offices in Maputo on March 30, 2020 using a Google communication tool. The training was conducted in two shifts, with 2 hours for each partner and was attended by six staff from JHPIEGO, and three from APHL separately. The Jembi / UEM-Moasis team of trainers, composed of 4 trainers, was concentrated in a single room and connected from a single point with the trainees.

This training had as a main objective the training of new help desk agents from APHL and JHPIEGO on the use of the PEPFAR Help Desk functionalities. While the trainer was doing the online demonstration, the trainees followed, practiced and tested step by step, the entire management cycle of a Ticket, from the use of the incident or problem reporting portal used by SIS users to the closing of tickets in the ticket management used by Help Desk Agents.

The participants were unanimous in expressing their satisfaction with the content and methodology of the training, emphasizing that their expectations were met to the point of feeling qualified and ready for the operationalization of the HD service integration of DISA, Disa-link, Dreams¸ PiSaude using  the PEPFAR Help Desk. Jembi /UEM-Moasis reiterated its availability to provide support whenever necessary.


This project was made possible thanks to a partnership between Mozambique and the American people through the financing of PEPFAR – CDC”