Analyst, Service Delivery (Tier 2)

Entity: Aga Khan University

Location: Karachi

Introduction to the Aga Khan University:

AKU was established as an agency of the Aga Khan Development Network (AKDN), focusing on health, education, culture, rural development, institution-building, and the promotion of economic development. AKU provides higher education in several disciplines and conducts research pertinent to the countries in which it operates. It has campuses, programs, and/or teaching hospitals in Afghanistan, Kenya, Pakistan, Tanzania, Uganda, and the UK. As an international institution, AKU operates based on the core principles of quality, relevance, impact, and access; serving as a model of academic excellence and an agent of social change. With a commitment to achieving net zero emissions by 2030 and making concerted investments in climate literacy, AKU is dedicated to creating a sustainable future for generations to come.

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 for;

• 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:

You should have:

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