26 Help Desk Positions jobs in Islamabad

This position plays a crucial role in ensuring uninterrupted
IT services and solutions for global operations. The ideal candidate will have
strong technical expertise, effective communication skills, and the ability to
work efficiently in a remote environment.

• Incident Management: Respond promptly to service
  desk requests from international users, diagnose technical issues, and resolve
  incidents within agreed service levels across different time zones in
  accordance with defined SLAs.
  
• Problem Resolution: Troubleshoot and resolve
  hardware, software, and network-related issues for desktops, laptops, mobile
  devices, and other IT infrastructure remotely.
  
• Service Requests: Manage user requests for account management, access permissions, and system setups in accordance with defined SLAs.
  
• Ticketing System:Oversee the management of
  incidents and problems, ensuring all user requests are managed through the
  global ticketing system.
  
• Documentation: Maintain detailed and accurate
  logs of incidents, actions taken, and resolutions in the service desk system.
  
• User Training: Provide remote guidance and
  orientation to end-users on IT systems, tools, and processes.
  
• Escalation: Escalate unresolved issues to user
  support, onsite or infrastructure teams as needed.
  
• Proactive Monitoring: Monitor system performance
  remotely, identify potential issues, and recommend solutions to ensure optimal
  operation.
  
• Collaboration: Work closely with IT teams across
  different regions to enhance service delivery and support processes.
  
• Perform troubleshooting to diagnose and resolve
  problems (e.g., repair or replace parts, debugging, etc.) remotely.
  
• Provide orientation and training to users on how
  to operate new software and equipment.
  
• Install and configure appropriate software and
  functions according to global specification.
  
• Checking computer hardware (HDD, mouse,
  keyboards, etc.) remotely to ensure functionality.
  
• Maintain records/logs of repairs, fixes, and
  maintenance schedules for offshore users.
  

• Educational Background: Diploma or bachelor’s
  degree in information technology, Computer Science, or a related field.
  
• Technical Expertise: Proficiency in remote
  troubleshooting, Windows operating systems, Microsoft Office 365, and IT
  service management tools.
  
• Certifications (preferred): ITIL Foundation
  certification, CompTIA A+, or equivalent credentials.
  
• Problem-Solving Skills: Ability to analyze
  complex issues and recommend effective remote solutions.
  
• Communication: Strong English verbal and written
  communication skills; ability to convey technical information effectively to
  non-technical users across various regions.
  
• Customer Service: A proactive and empathetic
  approach to addressing offshore user concerns and needs.
  
• Teamwork: Ability to collaborate efficiently
  with global teams in a remote work environment.
  
• Flexibility: Adaptability to changing
  priorities, time zones, and challenges in a dynamic offshore setup.
  

• Full-time remote position with flexible hours to
  accommodate international time zones; may require occasional on-call support/travel
  to locations.
  
• Collaborative work environment with virtual
  tools and platforms to ensure effective communication and coordination.
  
• Opportunities for professional growth and
  development within IT department.
  

Islamabad, Pakistan | Posted on 06/24/2025

DPL is one of the leading software development and IT companies around the world. Established in 2003, DPL serves customers in all major regions emphasizing most on Europe, Middle East and Americas. The company is based in Islamabad, Pakistan with its regional offices located in USA and Sweden.

DPL is the pioneer in Agile practices and innovation culture in Pakistan. The company has been recognized globally in various magazines and rankings for its unparalleled workplace environment. The flat culture and holacratic approach encourage employees to work devotedly and stimulate innovations in the process.

Clients from a wide range of industries including, but not limited to Healthcare, Fintech, Automotive, Mobility, Telco, Education, Media and E-commerce make a highly diverse portfolio at DPL. The services primarily include Digital Transformation, Product Engineering, IT Strategy & Consulting, and Custom Software Development.

The IT Service Desk Manager will be responsible for overseeing the operations of the IT service desk team, ensuring that all client inquiries and technical issues are resolved efficiently and effectively. This role requires 5+ years of experience in IT support within an ITIL environment. The manager will oversee a team of service desk specialists, coordinate with other IT departments and onsite support teams across geographies, and maintain high levels of customer satisfaction.

Key Responsibilities

• Manage and lead a team of service desk analysts, providing guidance, training, and support.
• Implement IT standard operating procedures for key service delivery.
• Maintain the published IT Policy and IT standards, collaborating with on-site IT teams across the organization.
• Develop and implement service desk policies, procedures, and best practices.
• Monitor and analyze service desk performance metrics to identify areas for improvement and drive service delivery to meet SLAs.
• Ensure timely and effective resolution of client inquiries and technical issues.
• Coordinate with other IT departments to address complex technical problems.
• Maintain high levels of customer satisfaction by ensuring excellent service delivery.
• Work with different on-site teams to maintain standards for hardware, software, and security in the desktop environment.
• Conduct regular team meetings and performance reviews.
• Prepare and present reports on service desk performance to senior management.
• Stay updated with the latest technology trends and support tools.

Key Performance Measures

• Achievement of Service Desk SLAs for incidents and service requests, and user satisfaction scores demonstrating high-quality service.
• No system downtime due to uncontrolled change.
• Provision of a portfolio of end-user devices to support varying business needs.
• Documented standard operating procedures.
• Evolution and documentation of the existing service catalog.

Qualifications

• Bachelor’s degree in information technology, Computer Science, or a related field.
• Over 5 years of experience in IT support within an ITIL environment.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to analyze performance metrics and implement improvements.
• Deep knowledge of ITIL practices and principles.
• Familiarity with remote desktop tools and help desk software.
• ITIL Service Manager certification is a plus.

Preferred Skills

• Experience in process improvement and team management.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Strong problem-solving skills and attention to detail.
• Willingness to work flexible hours, including nights and weekends, if required.

Key Responsibilities

• Manage and lead a team of service desk analysts, providing guidance, training, and support.
  
• Implementation of IT standard operating procedures for key service delivery
  
• Maintain the published IT Policy and IT standards, and in collaboration with on-site IT teams across the organization
  
• Develop and implement service desk policies, procedures, and best practices.
  
• Monitor and analyze service desk performance metrics to identify areas for improvement and drive Service Desk Service delivery to agreed SLAs.
  
• Ensure timely and effective resolution of client inquiries and technical issues.
  
• Coordinate with other IT departments to address complex technical problems.
  
• Maintain high levels of customer satisfaction by ensuring excell delivery service.
  
• Work with the different on-site teams to maintain standards for hardware, software, and security in the desktop environment
  
• Conduct regular team meetings and performance reviews.
  
• Prepare and present reports on service desk performance to senior management.
  
• Stay updated with the latest technology trends and support tools.
  

Key Performance Measures

• Achievement of Service Desk SLAs for incidents and service requests User satisfaction score that demonstrate a high-quality Service Desk
  
• No system downtime due to uncontrolled change
  
• Provision of a portfolio of end user devices to support the varying business needs within the organization
  
• Documented standard operating procedures
  
• Document evolution of existing service catalogue
  

Qualifications:

• Bachelor’s degree in information technology, Computer Science, or a related field.
  
• Over 5 years of experience in IT support within an ITIL environment.
  
• Strong leadership and team management skills.
  
• Excellent communication and interpersonal skills.
  
• Ability to analyze performance metrics and implement improvements.
  
• Deep Knowledge of ITIL practices and principles.
  
• Familiarity with remote desktop tools and help desk software.
  
• ITIL Service Manager certification is a plus
  

Preferred Skills:

• Experience in process improvement and team management
  
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
  
• Strong problem-solving skills and attention to detail.
  
• Willingness to work flexible hours, including nights and weekends, if required.
  

Join to apply for the Technical Support Associate role at Howmuch .

Overview
Howmuch Pvt Limited is seeking a Technical Support Associate for its Retail and Restaurant Management and POS Solutions, Howmuch ( and Foodnerd (

Major Duties & Responsibilities

• Set up hardware and install and configure software and drivers.
• Maintain and repair technological equipment (e.g. routers) or peripheral devices.
• Install well-functioning LAN/WAN and other networks and manage components (servers, IPs etc.).
• Perform regular upgrades to ensure systems remain updated.
• Troubleshoot system failures or bugs and provide solutions to restore functionality.
• Arrange maintenance sessions to discover and mend inefficiencies.
• Offer timely technical support and teach users how to utilize computers correctly.
• Close new business deals by coordinating requirements; developing and negotiating contracts; integrating contract requirements with business operations.
• Protects organization's value by keeping information confidential.
• Enhance organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Adhering to company's policies, standards and procedures in the performance of job duties.

Qualifications

• Proven experience as computer technician or similar role.
• Thorough knowledge of computer systems and IT components.
• Good knowledge of internet security and data privacy principles.
• Excellent troubleshooting skills.
• Exceptional organizing and time-management skills.
• Strong verbal and written communication skills are critical.
• Relevant certifications (e.g. CompTIA A+) will be an advantage.
• Experience/Knowledge of Hubspot CRM is a plus.

Key Benefits

• Competitive commission structures that reward your work.
• Bonuses and Commissions.
• Accelerated learning and career growth!

Entry level

Contract

Information Technology

Retail

EyeCure Soft is looking for a detail oriented and technically skilled Technical Support Officer to join our team and help us ensure an excellent user experience for our customers.

Role

As a Technical Support Officer, you will be the first line of support for clients facing software-related issues. You will provide troubleshooting, technical guidance, and problem resolution to end users, while collaborating with internal teams to improve product performance and customer satisfaction.

Key Responsibilities

• Respond to customer inquiries.
• Troubleshoot software problems and provide clear, step-by-step solutions.
• Document technical issues, resolutions, and customer interactions.
• Assist in onboarding new clients by providing training and support materials.
• Test software updates and provide feedback before release.

Requirements

• DAE /Bachelor’s degree in Information Technology, or related field.
• 1–3 years of experience in a technical support or helpdesk role.
• Excellent communication and problem-solving skills.

• Familiarity with Windows and web-based applications.
• Ability to grasp new software tools and platforms quickly.
• Basic understanding of databases, networking, Windows installation & trouble shoot

We are seeking a dedicated and dynamic Technical Support Representative (TSR) to join our team at Decimal Solution. As a TSR, you will be responsible for providing exceptional technical support to our clients during US Eastern Time Zone hours.

1. Keep track of newly acquired vehicles and ensure their timely addition to the system, accurately reflecting their location.
2. Coordinate with the American team to streamline the flow of inventory from procurement to sale, ensuring smooth operations.
3. Ensure that every vehicle in the system is processed promptly, maintaining accurate and up-to-date records of active inventory.
4. Track each vehicle in the system according to its original status, ensuring transparency and efficiency in inventory management.
5. Manage listings of vehicles on different platforms, optimizing visibility and reach for potential buyers.

1. Intermediate (F.Sc) or higher education level.
2. Basic knowledge of Microsoft Office and internet usage.
3. Proficiency in English language, both written and verbal.
4. Strong communication and problem-solving skills.
5. Ability to work efficiently and effectively in a fast-paced environment.
6. Presentable personality with a customer-centric approach.

Location: Information Technology and Services - Islamabad, Pakistan