Analyst, Service Delivery (Tier 2)

Pakistan

PKR 1,200,000 – PKR 1,800,000

Entity: Aga Khan University

Location: Karachi

Introduction to the Aga Khan University:

The Aga Khan University Hospital is a not-for-profit healthcare institute that offers all medical services to their patients under one roof. In addition to the tertiary care hospital in Karachi, AKUH has a network of 4 secondary care hospitals, 30+ Medical Centers, and over 290+ Clinical Laboratories, 30+ Pharmacies in over 120+ cities across Pakistan. It also offers Home Healthcare Services and home deliveries of medicines. The Hospital provides Zakat for those patients who are eligible, and the health systems offers generous Patient Welfare to support those in financial need. In recognition of its high quality and patient safety, the AKUH is accredited by the Joint Commission International (JCI) as an Academic Medical Centre and its Clinical Laboratories are accredited by the College of American Pathologists (CAP) for fast and accurate testing.

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 2-5 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.