156 Help Desk Positions jobs in Pakistan

Provide first line systems support
• Document all customer inquiries
• Diagnose and attempt to resolve issues
• Coordinate and clearly communicate issues to responsible parties
• When necessary, consult with outside departments and vendors for resolutions
• Monitor and follow up with customers daily on open logs to insure accurate and timely resolutions
• Use judgement in escalating unresolved issues to management
• Maintain current working knowledge of systems supported
Assist in server and network support projects, when applicable.
• Demonstrate excellent customer service skills, including professionalism, courtesy and patience in all dealings with customers.

Four (4) years of directly relevant Information Technology Service Desk experience
•Be able to solve and explain technical issues to a disparate range of technical and non-technical clients

Information Technology and Services - Rawalpindi, Pakistan

ITC Worldiwde's Technical Service and Support Team is seeking an IT Help Desk Lead to oversee our information technology help desk and incoming tickets. Under general direction from the Manager of Infrastructure and Operations, the IT Help Desk Lead will handle incident management, strategize efficient workflows, and develop innovative solutions to enhance user experience and optimize the use of technology resources.

 As the primary point of contact for all IT-related inquiries and issues, this role ensures smooth and effective technology operations, empowering staff to efficiently carry out their responsibilities. The successful candidate will have a proven track record of providing exceptional IT support and will possess excellent communication, problem solving, and leadership skills.

ITC CORE VALUES

• Be Open: Be accessible, candid, collaborative and transparent in the work we do.
• Lead by Example: Commit to integrity and equity in working to meet the diverse needs of all people and communities in our region.
• Make an Impact: In all endeavors, effect positive and sustained outcomes that make our region thrive.
• Be Courageous: Have confidence that taking deliberate, bold and purposeful risks can yield new and valuable benefits.
• Cultivate Belonging Embrace differences, foster equity, champion inclusion, and empower all.

Responsibilities

• Coordinate administrative and technical workloads for the help desk team, including communicating and enforcing procedures, coordinating training, and providing feedback on quality assurance and customer satisfaction.
• Manage all tickets in ticket queue and calls escalated by Tier 1 Technical Support to ensure they are resolved or followed up on promptly and effectively.
• Provide updates on changing customer requirements and recommend solutions for tablet, laptop, and mobile device issues.
• Perform incident management, strategize efficient workflow, and ensure adequate staffing levels including support for on-call needs and fill-in support from other team members to meet customer needs.
• Serve as the liaison between team members, client management, and company management.
• Develop processes and documentation for help desk procedures.
• Evaluate user satisfaction and service delivery processes to identify areas of improvement.
• Collaborate with Information Technology and Help Desk teams to discover innovative solutions to user support issues.
• Prepare reports on help desk metrics and present them to management to inform business decisions.
• Perform other duties as assigned.

We'll be a great match if you also have:

• Experience leading teams of technical IT staff
• Knowledge of call tracking and problem management software applications such as Jira Service Management Cloud
• Knowledge of IT hardware and software troubleshooting 
• Knowledge of End user hardware software and operating systems
• Knowledge of industry standards surrounding help desk reporting
• Ability to analyze data and communicate metrics related to help desk
• Ability to communicate effectively in written and oral communications
• Ability to manage time and effectively delegate tickets based on priorities

• AZ-800: Administering Windows Server Hybrid Core Infrastructure; and,
• AZ-801: Configuring Windows Server Hybrid Advanced Services.
• AZ-500: Microsoft Azure Security Technologies; and,
• SC-200: Microsoft Security Operations Analyst; or
• SC-400: Microsoft Information Protection Administrator; and, also
• AZ-700: Designing and Implementing Microsoft Azure Networking Solutions

• ACP-120 Jira Administration for Cloud Certification

Required: PMP (PMI) | ITIL v4  

Proci+ | CSAM  

• Closely coordinate between Secondary Sales Corporate user & Regional Support team
• 2nd line support for Secondary Sales System Coordination point for Regional Support Team
• Closely monitor & troubleshoot complete secondary sales solution including Head office module, distributor module, mobile application, Decision Support System, Mobility, and integration between primary secondary system as well as SAP Business Warehouse.
• Ensure Backup & Maintenance activities at distributors
• Deployment, issue tracking & resolution management
• Control future/new requirements (Process/Reporting) Change Control Management and Coordination with Secondary Sale vendor
• Update all regional helpdesk for new functionality & control plans
• To ensure smooth daily sales operations through DMS & Mobile at 500+ distributors .
• To conduct training, enforce Mobile & system usability, and troubleshoot system errors encountered by Mobile or back office users.
• To track and monitor systems performance and to recommend improvement and enhancements for systems.
• To work closely with sales team, internal customers, and vendor in order to smoothen the sales operations.
• Deployment of SndPro at distributors.
• Software updates and new releases testing to ensure updated and bug-free software at distributors.
• Preparation of installation & user guides for new features/modules
• MIS operations and helpdesk support

Candidate would closely monitor & troubleshoot complete secondary sales solution including Head office module, distributor module, mobile application, Decision Support System, Mobility, and integration between primary secondary system as well as SAP Business Warehouse.

• Provide telephone, email and ticket portal software support to the customer base
• Investigate and resolve queries within your sphere of responsibility
• Escalate more complex queries and issues to colleagues as required
• Continually develop knowledge of the entire software system and keep up to date with newly released software
• Work with other members of the Software Support team to achieve high standards of service and customer satisfaction
• Contribute to continuous improvement of the support call management process
• Identify underlying causes of recurring software issues
• Strong in setting customer expectations and ability to handle basic complaints
• Review existing and contribute new articles to the Knowledge Base
• Become involved in ad-hoc tasks as required
  
  

• Bachelor’s degree in Accounting highly preferred, as many customer issues involve the software’s accounting functionality (general ledger, AP, AR, invoicing, credits, reversals, etc.)
• Excellent and fluent English communication skills (spoken and written). Experience studying or working in an English speaking environment.
• A people’s person: you can build rapport with people and conversate freely while helping them with issue resolution.
• World-class customer service: you love delighting customers and helping them succeed with our products.
• Great storytelling: you understand that how you deliver feedback makes (or breaks) the customer experience.
• Empathy: this comes second nature to you. You understand the importance of our client’s issues and why it matters to them and us.
• Collaborative: you love working as a team, helping everyone around you, and raising your hand when you need help in turn.
• Multitasking: you can wear multiple hates hats at the same time and be involved in multiple tasks to advocate the ‘Client First’ approach.
• Self-teaching: independent learner that ill take the initiative to learn our software and basic troubleshooting based on calls and resources available.
• Tech savvy: Able to learn or existing knowledge of general technical troubleshooting (e.g., printer issues)
• Bright, reliable and dependable with a strong work ethic and drive to exceed expectations
• Collaborative approach and ability to work well with others both locally and via messaging tools
• Experience in working on a support desk (Desired)
  
  

• A general understanding of system architecture including databases, applications and any knowledge of ODBC, SQL and Power BI
• Technical knowledge of Linux Operating systems and Azure cloud hosting
• of accounts and finance functions in a business environment
• Experience of ERP systems and their related technical environment
• Experience in working with CRM systems
• Experience in the agricultural, construction or garden machinery industry would be an advantage
  
  

• (Monday – Friday) – 8.30 AM – 5:00 PM UK Time – 12.30 PM to 9 PM Pakistan Time (March to Oct)*
• (Monday – Friday) – 8.30 AM – 5:00 PM UK Time – 1.30 PM to 10 PM Pakistan Time (Oct to March)*
• In line with UK Daylight Saving Hours
  
  

• Market-leading Salary
• Medical Coverage – Self & Dependents
• Parents Medical Coverage
• Provident Fund
• Employee Performance-based bonuses
• Home Internet Subsidy
• Conveyance Allowance
• Profit Sharing Plan (Tenured Employees Only)
• Life Benefit
• Child Care Facility
• Company Provided Lunch/Dinner
• Professional Development Budget
• Recreational area for in-house games
• Sporadic On-shore training opportunities
• Friendly work environment
• Leave Encashment