ICT Helpdesk Analyst, Service Delivery Desk, ICT Infrastructure at Aga Khan University Hospital

Job Purpose:

This role is part of the team responsible for the day-to-day running of the ICT helpdesk responsible for ensuring that customer/client satisfaction is achieved.

The position holder must be polite, courteous, have excellent telephone handling skills, exhibit excellent customer service skills, and have effective communication skills. He/she will act as an ambassador for ICT by developing and maintaining excellent working relationships with users across the organization. The Analyst will be expected to maintain a professional, approachable, helpful, and friendly attitude at all times.

Responsibilities:

• Provide single point of contact for the service delivery function of the ICT Shared Services.
• Communicate with global and local users with providing effective support for various ICT activities.
• To ensure all requests via phone; voicemail; email and other methods, are recorded and handled in a professional, accurate and timely manner.
• Understanding of the issue at first attempt and to the point response on email and phone.
• Ensuring that call details; priority timescales and responsible support team are accurately communicated back to the user.
• Use strong technical diagnostic and problem-solving skills to maximize first line resolution of Service Desk enquiries and providing support and advice as required.
• Maintain high degree of customer services for support queries and adhere to all service management principles.
• Taking staff/ client through a series of actions, either face to face or email or over the telephone to help set up systems or diagnose/resolve issues.
• Setting up Meetings both online and normal Audio Visual support.
• Preparation of emergency/ planned alerts and its timely circulation.
• Monitoring and maintaining computer systems and networks.
• Dealing with and resolving password issues.
• Troubleshooting and diagnosing applications, systems, network, hardware, and account management problems.
• Must have the knowledge of operating characteristics of computer operating systems both windows and Mac family.
• Must have the knowledge of all applications running at AKU that are supported by ICT.
• Proper and timely escalation of issues to vendors, Internet Service Providers (ISPs) and higher tiers.
• Providing support, including procedural documentation and relevant reports; travel to the remote sites and resolve hardware related issues.
• Installation of new personal computers and printers at user location.
• Responding to and resolving issues within agreed time limits.
• Ensure that user is satisfied before resolution of the ticket and proper resolution description is written on ticket.
• Working continuously on a task, other than operations, until completion (or referral to third party, if appropriate).
• Prioritizing and managing multiple tasks/cases at one time.
• Testing and evaluating new technology and give feedback.
• Proper handover of the on-going task to the next responsible person.
• Work on the quality improvement tasks and assignments, or mini projects to improve customer services.
• Any other duties as may be assigned by supervisor/ team lead. 

Qualifications and skills required:

• Diploma in Computing/ Engineering Sciences/ Information Technology. Bachelor's degree will be an added advantage.
• Minimum one year of helpdesk customer service and technical support experience.
• Good verbal and written communication skills.
• Good knowledge of Operating Systems, Active Directory and Networks.
• Able to develop good working relationships with customers, executive professionals and all stakeholders belonging to the AKU community.
• Must pay attention to details, precise delivery of data and maintain strict confidentiality of information.
• Excellent team player and competent to work independently.
• Well-groomed and presentable. Polite, courteous and have an excellent call etiquette.
• Flexible to work in shifts.