Analyst (Service Desk) - Service Delivery - Contractual

Job Description

Entity:ÿAga Khan UniversityLocation: KarachiIntroduction 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 Assistant Manager, Information Technology you will be responsible for the day to day running of the IT Service Desk, ensuring that customer/client satisfaction achieved. You will act as an ambassador for IT by developing and maintaining excellent working relationships with users across the organization. Also expected to maintain a professional, approachable, helpful and friendly attitude at all times.Specifically, you will be responsible for;

• providing technical assistance to all stakeholders globally and locally to all AKU entities via electronic and telephony communication
• acting as a single point of contact for the service delivery function of the IT Shared Services
• ensuring all requests via phone; voicemail; email and other methods, are recorded and handled in a professional, accurate and timely manner
• using strong technical diagnostic and problem solving skills to maximizing first line resolution of Service Desk enquiries and providing support and advice as required
• communicating with global and local users with providing effective support for various IT activities
• escalating and working closely with higher tiers and external service providers to ensure any incidents or problems are dealt with as effectively and quickly as possible
• monitoring and troubleshooting computer systems and networks
• providing supporting, including procedural documentation and relevant reports
• managing on-going relationships with the end users being responsible for contacting callers in order to close calls with accurate detail and gather feedback from the user.

• a Bachelor?s degree in Computing / Engineering Sciences / Information Technology
• minimum one year of customer service and technical support experience
• superior command on the English language with excellent verbal and written communication skills
• basic knowledge of Operating Systems, Active Directory and Networks
• the ability to develop good working relationships with customers, executive professionals and all stakeholders belonging to the AKU community
• the skill to pay attention to details, deliver data and maintain strict confidentiality of information
• the capacity to be an excellent team-player and to work independently
• a polite, courteous and an excellent phone manner
• the flexibility to work in shifts.

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