Service Desk Analyst

At Giant Group, we have an exciting opportunity for a Service Desk Analyst to join our growing team.

Job Title: Service Desk Analyst

Location: Askari Corporate Tower, Main Boulevard, Gulberg III, Lahore

Salary: PKR 165,000 to 251,000 per month + shift allowance PKR 41,600 per month

Hours: 40 hours per week, Monday to Friday, 2 shifts: 2:00 pm- 11:00 pm or 11:00 pm to 7:00 am (times will be adjusted for daylight saving)

Tenure: Permanent

Deadline to Apply: 1st September, 2025.

About us

We believe in a world where businesses can engage and manage global talent without any barriers. Established in 1992, Giant Group is a workforce management platform and solutions provider. Our purpose is to support businesses with compliant and efficient solutions ranging from applicant tracking, supply chain management and screening, through to time management, billing and payroll, and a range of employment options, all on a global basis.

To understand more about Giant Group and our services please browse our website at: www.giantgroup.com

About the role

As the Service Desk Analyst, you will have impact on ensuring services are delivered effectively and efficiently to meet the needs of customers and the organization .You will play a crucial role in our 1st line applications support, handling customer service issues, service requests & change requests. You will be responsible for logging, categorizing, and prioritizing application incidents and requests and tracking response times. This ensures that problems are addressed promptly and, when necessary, escalated to the appropriate teams or individuals for resolution. You will also act as knowledge resource for users using our software applications. The desired outcome of this will be supporting our Incident Management process to recover normal (i.e. agreed) service operation, as quickly as possible, & efficiently managing service requests to provide a positive user experience.

Key responsibilities of the role include:

1. Ensuring user queries or issues are captured, validated, and triaged where required for further processing.
2. Ensure that incidents and requests are handled according to Service Desk Service Level Agreements.
3. Prioritise & escalate incidents & problems based on the business impact.
4. Ensure change management processes are adhered to.
5. Educate clients on the supported application.
6. Achieve weekly/monthly activity KPI's.
7. Become customers trusted advisor by being highly knowledgeable about products and services offered by the business.
8. Ensuring that various types of information are communicated to users through the appropriate channel(s).
9. Ensuring improvement of the processes through analysis, reviews, and reporting

Your ideal experience & competencies:

• Bachelors in computer science.
• Ideally, you will have a minimum of 2 years' experience of working in a 1st/2nd line service desk environment dealing with a varied mix of users.
• Familiarity with relevant ITIL processes or ITIL qualification (e.g., ITIL Foundation)
• Ability to take ownership and responsibility of issues and manage effectively through to resolution.
• Excellent stakeholder management skills, ability to effectively listen and communicate Understanding and striving to achieve the giant people values is essential.

Employee Benefits:

• Provident fund
• Health insurance
• Mental health coverage
• Life insurance
• Role related studies
• Parking
• Referral bonuses
• Cafeteria and game room for recreation
• Birthday leave
• Long term service award
• Company events and trips

All our posts are subject to pre-employment checks. We are committed to equal opportunities in employment, and we look forward to all applicants, and applicants with a disability, who meet the minimum criteria for the job, and consider them on their abilities. Please note we reserve the right to close this advert early and therefore we encourage you to apply for this position early.