Analyst, Service Delivery

Entity: AgaKhan University

The Aga Khan University is a private,international university committed to international standards of excellence inteaching, research and service. Its teaching hospital, the Aga Khan UniversityHospital has been accredited by the prestigious Joint Commission Internationalfor achieving the highest international healthcare standards.

Reporting to the Assistant Manager,Information Technology you will be responsible for the day to day running ofthe IT Service Desk, ensuring that customer/client satisfaction achieved. Youwill act as an ambassador for IT by developing and maintaining excellentworking relationships with users across the organization. Also expected tomaintain a professional, approachable, helpful and friendly attitude at alltimes.

Specifically, you will beresponsible to;

• provide technical assistanceto all stakeholders globally and locally to all AKU entities via electronic andtelephony communication
• Act as a single point ofcontact for the service delivery function of the IT Shared Services
• ensure all requests viaphone; voicemail; email and other methods, are recorded and handled in a professional,accurate and timely manner
• use strong technicaldiagnostic and problem solving skills to maximizing first line resolution ofService Desk enquiries and providing support and advice as required
• communicate with global andlocal users with providing effective support for various IT activities
• escalate and work closelywith higher tiers and external service providers to ensure any incidents orproblems are dealt with as effectively and quickly as possible
• monitor and troubleshootcomputer systems and networks
• provide support, includingprocedural documentation and relevant reports
• manage on-goingrelationships with the end users being responsible for contacting callers inorder to close calls with accurate detail and gather feedback from the user.

• • Bachelor’s degree in Computing / Engineering Sciences/ Information Technology
  • minimum one year of customer service and technicalsupport experience
  • must have superior command on the English languagewith excellent verbal and written communication skills
  • basic knowledge of Operating Systems, Active Directoryand Networks
  • able to develop good working relationships withcustomers, executive professionals and all stakeholders belonging to the AKUcommunity
  • must pay attention to details, precise delivery ofdata and maintain strict confidentiality of information
  • excellent team-player and competent to workindependently
  • well-groomed and presentable. Polite, courteous and havean excellent phone manner
  • flexible to work in shifts.

The Aga KhanUniversity is committed to the principles of equal employment opportunity forall employees and to providing employees with a work environment which is freefrom discrimination and harassment. All employment decisions at AKU are basedon business needs, job requirements and individual’s qualifications andexperience, without regard to race, colour, caste or creed, national, social orethnic origin, gender (exceptwhere gender is a bona fide occupational qualification). AKU does not discriminate among the job candidates on account of anyof these characteristics.