Service Delivery Analyst (Tier 2)

About the role

The Analyst, Service Delivery (Tier 2) will join the IT department of Aga Khan University Hospital, providing on‑site hardware and network support for clinical and administrative staff. Reporting to the IT Manager, the role focuses on installing, configuring and maintaining PCs, laptops, printers, mobile devices and related infrastructure.

Key responsibilities

• Install, configure and maintain desktop computers, laptops, printers and associated software.
• Troubleshoot and repair handheld devices (iOS, Android, Windows) and resolve network connectivity issues.
• Provide face‑to‑face or telephone support to staff, diagnosing hardware and software faults and replacing components as needed.
• Document support procedures, generate reports and follow technical diagrams to set up or repair systems.
• Support roll‑out of new applications, create user accounts and profiles, and respond to call‑outs within agreed time limits.
• Prioritise multiple open cases, maintain high customer‑service standards and adhere to service‑management principles.
• Conduct electrical safety checks on computer equipment and evaluate new technologies.

Required profile

• Bachelor’s degree in Electronics or Computer Engineering.
• 2‑5 years of experience in IT hardware support or service delivery.
• Ability to troubleshoot IT systems at the module level.
• Knowledge of desktop operating systems (Windows, macOS, Linux) and strong networking fundamentals.
• Team player with good communication and interpersonal skills.

Required skills

• iOS device support
• Android device support
• Windows operating system
• macOS operating system
• Linux operating system
• Networking (LAN/WAN)
• Hardware troubleshooting
• Software troubleshooting
• Electrical safety checks for IT equipment