Analyst, Service Delivery

The Aga Khan University, a renowned private international institution recognized for its excellence in teaching, research, and healthcare services, is seeking a dedicated Analyst for Service Delivery based in Karachi. This role focuses on managing the daily operations of the IT Service Desk to ensure exceptional customer satisfaction. The successful candidate will act as a vital link between the IT department and users across the organization, providing technical support with professionalism and approachability while fostering strong collaborative relationships.

Key Responsibilities
Oversee the daily operations of the IT Service Desk, reporting directly to the Assistant Manager, Information Technology. Provide technical assistance to stakeholders locally and globally across all Aga Khan University entities through electronic and telephony communication channels. Serve as the primary point of contact for the IT Shared Services’ service delivery function. Ensure all service requests received via phone, voicemail, email, and other platforms are logged and addressed promptly and professionally. Employ strong diagnostic and problem-solving skills to maximize first-line resolution of service desk inquiries, offering support and advice as required. Communicate effectively with users worldwide to support various IT activities. Escalate complex issues to higher support tiers or external service providers to guarantee timely and efficient resolution of incidents or problems. Monitor and troubleshoot computer systems and networks to maintain operational stability. Prepare procedural documentation and generate relevant reports to support service delivery. Manage ongoing relationships with end users by following up to close calls accurately and collecting user feedback to improve service quality.

Required Qualifications
A Bachelor’s degree in Computing, Engineering Sciences, or Information Technology is essential. Candidates must have at least one year of experience in customer service and technical support roles. Excellent command of the English language, both verbal and written, is required. Basic knowledge of Operating Systems, Active Directory, and network fundamentals is necessary. The ability to build effective working relationships with customers, executives, and stakeholders within the Aga Khan University community is critical. Attention to detail, accuracy in data handling, and a strong commitment to confidentiality are expected. Candidates should demonstrate the ability to work independently as well as collaboratively within a team. A professional appearance and demeanor, along with polite and courteous behavior and excellent telephone etiquette, are important. Flexibility to work in shifts is also required.

The Aga Khan University is committed to providing equal employment opportunities and maintaining a workplace free from discrimination and harassment. Employment decisions are made based on business needs, job requirements, and individual qualifications without regard to race, color, caste, creed, national or ethnic origin, or gender, except where gender is a bona fide occupational qualification.

This is a full-time, regular position located in Pakistan under the Aga Khan Hospital & Medical College organization. The vacancy will remain open until September 23, 2026.