Help Desk Officer

Afghanistan National Re-Construction Coordination (ANRCC) is professionally managed committed Afghan, non-governmental, non-political and non-profit development-oriented organization. It was established in 1994 to meet the dire needs of vulnerable Afghan refugees and internally displaced families at the time of civil war and factional fighting followed by Soviet Union’s invasion of the country and troops withdrawal in early 1990’s. Earlier it was registered with UN Coordination Body for Afghanistan in Pakistan. Presently ANRCC is registered with Ministry of Economy under registration number 117.

ANRCC head office is located in Kabul city whereas for successful outreach and effective implementation of projects in targeted areas, it has regional office in Kandahar with provincial offices in Ghazni, Zabul, Uruzgan, Helmand, Farah, Nimroz, Parwan, Nanagerhar and Paktia.  ANRCC has skilled experienced, qualified professional staff who have capacity and competence involved to all the desired activities that promotes the goal and objective of the organization. Moreover, ANRCC's staffs are all well versed with local areas, their cultures and social norms with strong trust among the community including tribal elders, Shuras, civil society and government authorities. It is worth mentioning that our management, facilitators and project staff are specialized in different aspects of project designing & implementation for the community development. ANRCC's staffs have strong local knowledge of community development in Afghanistan and are familiar with key players both in donors and government. We try our best to provide value to our beneficiaries and solutions to their pressing needs. ANRCC is an experienced organization, able to react promptly and successfully to any project, regardless of its size or complexity.

The Help Desk Assistant is responsible for providing accurate information and assistance to beneficiaries, staff, and other stakeholders. The position manages inquiries, complaints, feedback, and requests, ensuring that issues are properly documented, referred, followed up, and resolved in accordance with organizational policies and project procedures.

• Register and document all inquiries, complaints, feedback, and requests in the appropriate log or database.
• Refer complex or unresolved issues to the relevant department or supervisor for follow-up.
• Ensure complaints and feedback are handled confidentially, respectfully, and according to organizational procedures.
• Follow up on referred cases and provide timely feedback to the concerned individuals.
• Support beneficiary verification and information-sharing activities when required.
• Maintain accurate records and prepare regular Help Desk reports for the supervisor.
• Identify recurring issues and communicate them to management for appropriate action.
• Coordinate with field teams, M&E, protection, and other relevant departments to resolve reported issues.
• Ensure the Help Desk area is organized, accessible, and welcoming to all beneficiaries.
• Protect personal and sensitive information and maintain confidentiality at all times.
• Support awareness activities by informing beneficiaries about available services, complaint mechanisms, and referral pathways.
• Perform other duties related to the Help Desk as assigned by the supervisor.
• Coordinate with Program, M&E, Protection, Finance, and other relevant teams.
• Support beneficiary verification and registration activities when required.
• Identify recurring complaints or issues and report them to the supervisor.
• Prepare regular Help Desk activity reports and maintain proper documentation.
• Ensure that all beneficiaries are treated respectfully, fairly, and without discrimination.
• Support awareness activities regarding available services, complaint mechanisms, and referral pathways.
• Perform other duties assigned by the supervisor or Project Manager.
•  

• Bachelor’s degree or diploma in Business Administration, Management, Social Sciences, Public Administration, or a related field.
• Relevant professional training or certification is an advantage.

• Experience

  • Minimum 1–2 years of relevant work experience in a help desk, customer service, community engagement, complaints and feedback mechanism (CFM), or humanitarian/development project.
  • Experience working directly with beneficiaries, communities, or the public is preferred.
  • Experience in data recording, reporting, and case referral is an advantage.

  Skills and Competencies

  • Good communication and interpersonal skills.
  • Ability to listen carefully and respond professionally to inquiries and complaints.
  • Good problem-solving and conflict-management skills.
  • Ability to maintain confidentiality and handle sensitive information appropriately.
  • Good organizational and time-management skills.
  • Ability to work under pressure and meet deadlines.
  • Basic computer skills, including MS Word and Excel.
  • Ability to maintain accurate records and prepare simple reports.
  • Ability to work effectively as part of a team and coordinate with different departments.

Interested candidates, who meet the above-mentioned requirements, are encouraged to submit their updated CV and cover letter expressing their candidacy, and a scanned copy of NIC (Tazkira) to the following E-mail address with specification of vacancy number and position at the subject of your email: jobs@ancc-afg.org