Analyst Service Delivery Tier 2

The Aga Khan University Hospital (Pakistan); Karachi Division; On-site; PKR 1,200,000 - 1,800,000; Full time

Job summary

Aga Khan University Hospital in Karachi is seeking an Analyst, Service Delivery (Tier 2) to provide hardware and IT support for network infrastructure and in-house equipment. The role includes installing and maintaining PCs, printers, and related devices, troubleshooting, and assisting with new application rollouts.

You will interact with staff to troubleshoot issues, configure systems, and ensure timely resolution of service requests while maintaining high customer service standards.

Qualifications

• Bachelor degree in Electronics or Computer Engineering.
• 4-5 years’ experience in IT support or related field.
• Ability to troubleshoot IT systems at module level.
• Knowledge of Desktop OS, MAC, Linux and related troubleshooting skills.
• Proficient knowledge of networking, hardware & software.

Responsibilities

• Install, configure, and maintain PCs, laptops, printers and applications.
• Troubleshoot system and network problems; replace parts as required.
• Provide support and documentation; assist rollout of new applications.
• Set up user accounts and profiles; respond to call-outs within agreed time
• Build good client relationships and test new technologies; conduct safety checks on equipment.

Skills

Troubleshoot IT systems

Networking knowledge

Hardware troubleshooting

Software troubleshooting

Customer service

Education

Bachelor of Electronics or Computer Engineering

Job description

Job Description:

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.

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.