Coordinator (Technical Support), Information Technology
Department :Infrastructure, Information Technology
Entity : Aga Khan University
Location: Karachi, Pakistan
You will need to take charge of the situation and help continue the improvement process which is in line with the Service Desk implementation and to take it further across to cover all of AKU. You will also be responsible to develop change management plans, align the team with the requirements, guide the team through the transition and essentially be the escalation point during the transition from local to global. Coordinate between the customers, technical team and functional leads across AKU.
Specifically you will be responsible to:
•Supervise team, who is the front face of IT Support.
•Ensure optimal use of resources, with the high response level 24×7.
•Apply creative and critical thinking and diagnostic ability to get the root cause and champion the cause to implement solutions.
•Benchmark with other companies and spotting new trends in business processes and latest technology.
•Create the key concepts, guiding principles and design of new solution/revised process which can raise the operational capacity of the team.
•Advice the functional business managers/users in striving for the implementation of best practices/processes and IT capabilities to support the function of the ServiceDesk and help eliminate areas which cause problems.
•Consider multiple options, analyse alternatives, and select the one that best supports the business need and technical reality.
•Proactively recognize and report on trends leading to recurring technical problems.
•Recommend and contribute to workflow, system, process, and procedure improvements within position, team, and department.
•Complete any other task assigned by Lead and Manager, IT Ops.
•Oversee maintenance of Computers, Printers, Laptops, etc.
•Use proactive supports to maintain and coordinate the zones.
•Travel to remote/offsite locations to handle the IT related issues.
•Bachelors in Computer Science/Engineering from a leading institution.
•Minimum 4-5 years’ experience in related field.
•Foundation level ITIL certification would be a definite asset.
•Ability to document, critically analyse and assess a variety of information, identify priorities and resources and propose alternatives business processes.
•Ability to communicate effectively orally and in writing and to present documents in non-technical language.
•Ability to establish and maintain effective working relationships in a multi-disciplinary work environment and be on stand-by for any/all escalations.
•Excellent requirements gathering and process mapping skills.
•Multi-tasking ability and good judgment with ability to work under pressure.
Please send your resume at [email protected] and mark the subject with position number “10000878”.
Only shortlisted candidates will be notified.
Applications should be submitted latest by November 6, 2017