IT Service Desk Specialist
On-siteKarachi, Sindh, Pakistan
Karachi, Sindh, PakistanOn-siteFull TimeSenior LevelEnterprise
Full TimeSenior LevelEnterprise
Job Summary
Manage IT service desk operations by troubleshooting hardware, software, OS, and network issues for internal firm services. Support core business functions by deploying and managing applications, handling email/account support, and performing remote assistance via RDP and Quick Assist. Maintain accurate asset records by tracking inventory, managing the equipment lifecycle, and coordinating replacements with vendors. Adhere to SLA performance metrics while communicating with clients, prioritizing tickets, and documenting resolutions.
Required Qualifications
- Bachelors in computer science or any equivalent IT Qualification
- Minimum 2 years experience
- Windows & Microsoft 365 (Outlook, Teams, SharePoint)
- Active Directory (user accounts, groups, access/permissions)
- Troubleshooting (hardware, software, OS, and network issues)
- Ticketing systems (ServiceNow)
- Network fundamentals (DNS, DHCP, TCP/IP, VPN, Wi‐Fi)
- Remote support tools (RDP, Quick Assist, etc.)
- Endpoint support (drivers, imaging/basic deployment)
- Printers/scanners and general office device troubleshooting
- Email/account support (password resets, mailbox access)
- Endpoint protection/antivirus basics
- Inventory Management
- Asset tracking and maintaining accurate hardware/software records
- Managing the IT equipment lifecycle (receiving, tagging, assigning, relocating, retiring)
- Coordinating replacements and RMA/warranty processes with vendors
- Stock control for accessories and spare parts (headsets, cables, adapters, batteries)
- Updating inventory/asset data in an ITAM/CMDB system (or approved spreadsheets)
- Supporting periodic audits (check-in/check-out, discrepancy resolution)
- Vendor Correspondence, Negotiation & SLA Management
- Communicating with vendors for service requests, repairs, and replacements
- Negotiating turnaround times, resolution targets, and service credits per SLA
- Managing vendor escalations and ensuring timely updates during outages/issues
- Tracking SLA performance (response/repair times) and maintaining vendor documentation
- IT budgeting
- Reviewing quotes and coordinating procurement-related approvals (as applicable)
- Maintaining professional written correspondence (email/ticket notes) and audit-ready records
- Strong customer service and professional communication
- Ticket prioritization and SLA adherence
- Documentation skills (ticket notes, KB articles, inventory logs)
- Clear, user-friendly explanations to non-technical users
- Escalation and follow-through with internal teams
- Security best practices (least privilege, MFA awareness)
- Proper handling of user data and access controls
- Following IT policies/procedures during support and asset management
Desired Qualifications
- CompTIA A+
- PwC
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