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

Aga Khan University Hospitals in Karachi, Pakistan and Nairobi, Kenya are private, not-for-profit institutions providing high quality health care. The Main Hospitals serve as the principal sites for clinical training for the University’s Medical Colleges and Schools of Nursing and Midwifery in Pakistan and East Africa. Our Vision of Aga Khan University Hospital, Nairobi is to be the premier, tertiary, teaching and referral health care facility in sub-Saharan Africa. ​For over fifty years, Aga Khan University Hospital, Nairobi (AKUH) has been taking care of families in East Africa. As a private, not-for-profit hospital, we strive to provide access to quality healthcare to all who need it. At AKUH, patients are our first priority. Our team of medical professionals, faculty and staff are here to provide you and your loved ones with the highest standards of healthcare. We are committed to working together to ensure that you and your family receive outstanding medical services, first-rate facilities and compassionate care. The Aga Khan University Hospital, Nairobi has set the standard for comprehensive healthcare and modern medical education in East Africa. Our dedicated staff, advanced facilities and state-of-the-art technologies have earned the hospital great reputation as a leading medical institution and teaching hospital in the region, and beyond. Patients benefit from our unique team-based approach to car​e, which enables you to benefit from the diverse expertise of our entire team of medical professionals. As the teaching hospital for Aga Khan University’s Medical College and School of Nursing and Midwifery, we practice an evidence-based approach to medicine, driven by the cutting-edge research conducted by our experienced faculty members. Our approach to care is guided by our core principles of Quality, Access, Impact and Relevance.

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 Computer Sciences, Bachelor of business information technology or their equivalent


• 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.

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