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IT Helpdesk Specialist

4 weeks ago

Islamabad, Islamabad, Pakistan Zones IT Solutions Full time

Description

Company Overview:

When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there's really only one: Zones – First Choice for IT.

Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done.

Position Overview:

As an IT Helpdesk Specialist, you will be responsible for assisting the Helpdesk Team in the day-to-day operations and performing technical duties. You will be required to log all customer issues, requests, and support activity into a ticketing system. You will also be responsible for the ticket queues and team mailbox as part of rotating team assignments, as well as manage your workload to meet incident and request deadlines. In this role, you will need to follow proper procedure for problem escalation to cross-functional support teams and communicate effectively with team members to resolve customer issues. We will also need you to provide appropriate, timely and accurate communications to management, and be prepared to handle any special and ongoing tasks and projects as assigned.

What you'll do as the IT Helpdesk Specialist:

  • Apply independent judgment and demonstrate intellectual abilities in decision-making.
  • Follow Company and Department policies and procedures as a Team Member of ZTAC.
  • Be logged into the Phones systems and Ticketing system.
  • Answer the Phone, Chat and Email queues.
  • Attend all daily, weekly and monthly Team and Leadership meetings.
  • Work all tickets sent to you by team members.
  • Work all technical issues from the business in the US assigned to you.
  • Work with the Team Leads in our supported Region.
  • Display a positive attitude and have a professional work ethic.
  • Communicate efficiently and effectively with customers and team members.
  • Assist the manager and Team Leads with projects and other outside work being assigned.
  • Work and troubleshoot incidents and requests as a team member.
  • Collaborate with other Team Leads in our department in different regions.
  • Log all customer issues into the ticketing system and track all incidents and requests through to resolution.
  • Resolve incidents within established response times.
  • Provide a positive experience for end users interacting with the helpdesk team, services, and support products.
  • Provide level 1 and 2 support using documentation and knowledge base articles.
  • Contribute to the development of the team's knowledge base articles.
  • Attend bridge meetings for outage notifications.

What you will bring to the team:

  • Bachelor's or Master's in IT or relevant field.
  • Minimum 2-3 years of relevant work experience.
  • Good attention to detail and accuracy.
  • Initiative to work alone and as part of a team.

Zones offers a comprehensive Benefits package. At Zones, we are committed to fostering an inclusive and diverse workplace. We provide comprehensive benefits to support our employees, including health insurance coverage for parents, spouse, and children, life insurance, pension fund scheme, EOBI, and on the house free quality food, gym, and much more. We embrace equal employment opportunity, free from discrimination based on various characteristics, and offer an exciting career immersed in an inventive, collaborative culture.

If you are enthusiastic about working on the cutting edge of IT innovation, sales, engineering, and operations, Zones is the perfect opportunity for you.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.

Job timings: 9:00 PM to 6:00 AM (PK time)

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