karachi

ServiceDesk Executive

Job Overview:

Resource will be responsible to provide technical support to internal, external users and clients as required. The ServiceDesk Executive will be considered as the firm’s front liner and will be required to solve basic technical problems and provide support for all assigned areas.

Key Responsibilities:

  • Calls Handling:
    • Tackle issues and service requests reported via calls
    • Transfer and Patch calls
  • Emails Handling:
    • Diagnose and resolve issues and requests, reported through emails
    • Carefully follow through the threads and manage them in outlook shared mailbox
  • Tickets Management:
    • Accurately maintaining the log and track of reported issues and requests via unique tickets
    • Assignment of tickets to correct teams
  • Access and Network ID Management:
    • Managing/troubleshooting user accounts, user-permissions, ceasing user accounts and rights on corporate resources by applying group policies.
    • Providing/troubleshooting VPN services for remote users.
  • Incident Management:
    • Manage enterprise wide outages, working efficiently and driving the teams towards root cause analysis, management.
    • Dealing with desktop support issues i.e. Application issues (Microsoft Office applications, client provided applications, in-house developed applications); ensuring and applying essential updates & fixes.

Job Specification: 

  • Bachelor’s Degree in Information Technology, Computer Science or related field.
  • Experience in Access, Incident, Change, Problem Management and IT Infrastructure will be preferred.
  • Problem-solving maven adept at quickly dissecting an issue into its component parts and identifying the root cause or opportunity.
  • Excellent prioritization skills - ability to multi-task and work well under pressure and adjust work accordingly, often against tight deadlines and without continued direct supervision.
  • Basic knowledge of ITIL Framework
  • Excellent verbal and written communication skills
  • High energy, self-starter with bias for action and sense of urgency to deliver results
  • Available to work in Flexible shift timings and cater to the needs of 24/7/365 support
  • At least 1 year experience in incident, change & problem management.

Perks & Benefits: 

  • Medical Insurance
  • Provident Fund
  • Group Life Insurance
  • Annual Leaves
  • Bi-Annual Bonus
  • Annual Increments
  • EOBI

Apply Now
karachi

24th floor, Sky Tower West Wing, Dolmen, HC-3, Block 4, Marine drive, Clifton, Karachi-75600.

Phone +92.111.874.874

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ServiceDesk Executive

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