Analyst, Service Delivery (Tier 2)

Analyst, Service Delivery (Tier 2)

Entity: Aga Khan University

Location: Karachi 

Introduction to the Aga Khan University:

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

As an equal opportunity employer, AKU believes in promoting a diverse and inclusive culture and is committed to adopt appropriate standards for safeguarding and promoting a respectful relationship with and between diverse workforce of its faculty, staff, trainees, volunteers, beneficiaries, wider communities, and other stakeholders with whom it works, including children and vulnerable adults and expects all employees/trainees and partners to share this commitment.

Job Role / Responsibilities:

Reporting to the Manager, Information Technology you would provide hardware support to Network Infrastructure, IT equipment being maintained in-house, including PCs, printers, telecom, and other ancillary equipment.Specifically, you will be responsible to;

• installing, configuring, and maintaining PCs, Laptops, Printers and applications for both hardware and software. Maintaining and troubleshooting handheld (iOS, Android, Windows, etc.) and troubleshooting, repair, and networks
• talking staff/clients through a series of actions either face to face or over the telephone to help set up systems or resolve issues; troubleshooting system and network problems and diagnosing and solving hardware/software faults; replacing parts as required
• providing support, including procedural documentation and relevant reports; following diagrams and written instructions to repair a fault or set up a system; supporting the roll-out of new applications
• setting up new users' accounts and profiles; responding within agreed time limits to call-outs
• working continuously on a task until completion (or referral to third parties, if appropriate); prioritizing and managing many open cases at one time
• rapidly establishing a good working relationship with customers and other professionals, e.g., software developers; testing and evaluating new technology; Conducting electrical safety checks on computer equipment.
• maintain high degree of customer service for all support queries and adhere to all service management principles
• any other task assigned by the supervisor.

Eligibility Criteria / Requirements:

• Bachelor of Electronics or Computer Engineering
• minimum 4-5 years’ experience in related field
• be able to trouble shoot IT systems at module level
• have knowledge of the operating characteristics of Desktop operating systems, MAC, Linux and troubleshooting skills related to it
• have proficient Knowledge of networking, hardware & software
• be a team player who can work successfully with other departments
• good communication and interpersonal skills.

Comprehensive employment reference checks will be conducted.