Position type:

Full time

09 Jan 2017
22 Jan 2017

Full details:

Reference number: AKU-3585

Location Karachi, Pakistan

You will be responsible for the day to day running of the IT Service Desk, ensuring that customer/client satisfaction achieved. You will act as an ambassador for IT by developing and maintaining excellent working relationships with users across the organization. Also expected to maintain a professional, approachable, helpful and friendly attitude at all times.


  • Provide technical assistance to all stakeholders globally and locally to all AKU entities via electronic and telephony communication.
  • Act as a single point of contact for the service delivery function of the IT Shared Services.
  • Ensure all requests via phone; voicemail; email and other methods, are recorded and handled in a professional, accurate and timely manner.
  • Use strong technical diagnostic and problem solving skills to maximizing first line resolution of Service Desk enquiries and providing support and advice as required.
  • Communicate with global and local users with providing effective support for various IT activities.
  • Escalate and work closely with higher tiers and external service providers to ensure any incidents or problems are dealt with as effectively and quickly as possible.
  • Monitor and troubleshoot computer systems and networks.
  • Provide support, including procedural documentation and relevant reports.
  • Manage on-going relationships with the end users being responsible for contacting callers in order to close calls with accurate detail and gather feedback from the user.


  • Bachelor’s degree in Computing / Engineering Sciences / Information Technology.
  • Minimum one year of customer service and technical support experience. 
  • Must have superior command on the English language with excellent verbal and written communication skills.
  • Basic 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 phone manner.
  • Flexible to work in shifts.

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