Analyst, Service Delivery

2 days ago

Karachi, Sindh, Pakistan Aga Khan University Full time

Introduction

Introduction to the Aga Khan University:

Aga Khan University (AKU) is a private, autonomous and self-governing international university with 13 teaching sites in 6 countries distributed across three continents. As an integral part of the Aga Khan Development Network, AKU provides higher education in several disciplines, carries out research pertinent to the countries in which it exists and has campuses, programmes and/or teaching hospitals in Afghanistan, Kenya, Pakistan, Tanzania, Uganda and the UK. As an international institution, AKU operates on the core principles of quality, relevance, impact and access; and AKU is a model of academic excellence and an agent of social change.

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 Reference Checks will be conducted.

Seniority level
  • Associate
Employment type
  • Full-time
Job function
  • Information Technology
Industries
  • Higher Education and Hospitals and Health Care

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