Service Desk Specialist

4 weeks ago

Islamabad, Islamabad, Pakistan DPL Full time

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.

Key Responsibilities
  • 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.
Qualifications & Skills
  • 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.
Working Conditions
  • 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.
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