IT Customer Support Specialist

IT Customer Support Specialist - HelpdeskIT Customer Support Specialist - Helpdesk

Direct message the job poster from Lahore University of Management Sciences

Position Purpose:

To assist & provide technical desktop support to students, staff & faculty at the Helpdesk and campus wide.

Key Accountabilities:

• Troubleshooting IT software and hardware problems at the Helpdesk and around the campus, individually or as a team.
• Installation of different operating systems, including Windows, MAC, and Linux platforms.
• Provide support to Faculty and staff. Help walk-in users.
• Taking phone calls, logging in, assigning tickets at the Helpdesk (Service Desk), and providing appropriate solutions to users after office hours and on weekends. Closure of all assigned tickets.
• Create FAQs for common technical support-related issues.
• Escalate the extraordinary/attention-requiring tickets/calls.
• Following up on in-process and pending tickets/calls with other teams.
• Working with other IST members as and when required.
• Handle the installation of new assets and coordinate the proper allocation.
• Handle different users and technical projects.
• Handle support for Advisory Board meetings and other special events.
• Update the IST page on the SharePoint Portal.
• Prepare useful tips and helpful material for the users.
• Provide support for online events on Zoom & MS Teams.
• Provide support for smart/semi-smart classrooms.

Knowledge & Skills:

Technical Skills

• Troubleshooting expertise of common problems of different operating systems including Windows11,10, Mac and Linux.
• Proficiency with computers and industry-related software, especially MS Office 365, Office LTSC 2021, MS Outlook, MS Project, MS Visio, and MS Teams.
• Hardware troubleshooting knowledge for computers and audio video devices.
• Strong knowledge of network printing
• Supervisory Skills

Behaviours:

• Punctuality is a must
• Ready to work in rotating shifts
• Pleasant telephone manners
• Problem Solving and customer-oriented approach

To qualify for this role, you must have:

• Bachelor's (Hons.) degree in Computing / Computer Science / IT from an HEC-recognized university.
• At least 3 years in an IT support role.

Travel/Work Schedule:

• Travel may be required. Business hours (8:30 am to 5:00 pm) often extend into the evenings and weekends to accommodate the needs of current workloads and event schedules.

What We Offer:

LUMS offers a dynamic work culture that encourages learning and innovation, skills development, and contribution to areas beyond your job role. You will have the opportunity to learn and interact with the best academic minds in Pakistan, as well as to work with highly experienced professionals.

We believe in the pursuit of knowledge, provide the freedom to explore across different disciplines and value the diverse expression of all community members for mutual learning and advancement.

LUMS offers competitive benefits to its academic and professional colleagues including Provident Fund, Group Life Insurance, EOBI for Pension Scheme, Outpatient medical coverage for self and family, and In-patient Health Insurance for self, spouse, and dependent children.

The LUMS campus offers all the facilities and amenities of a world-class university, including a Sports Complex offering international standard courts for badminton, squash, tennis, basketball and volleyball, a FINA certified 25M swimming pool, and separate gyms for women and men. In addition to the LUMS Dining Center, there is a variety of eateries across campus offering popular cuisines, a breath-taking mosque, a medical center, the LUMS Library, car parking as well as transport facilities for females, and a professionally run Day Care Center for children of community members.

Discounts

LUMS also provides a wide range of corporate discounts and internal educational discounts to its community as a token of each member's value to our community. Our internal educational discounts include waiver of undergraduate tuition fees of employees' children studying at LUMS, scholarships for master's programs in several schools, and executive development programs offered by the nationally recognized Rausing Executive Development Center (REDC).

LUMS is an equal opportunity employer. We celebrate diversity and are committed to building an inclusive workplace for all our employees. We do not discriminate on the basis of gender, race, religion, caste, ethnicity, age, non-disqualifying physical or psychological disability or social status. Candidates belonging to minority groups are encouraged to apply.

Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time

Job function

• Job functionCustomer Service and Information Technology
• IndustriesHigher Education and Information Services

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