Help Desk Support Specialist

2 days ago

Lahore, Punjab, Pakistan beBeeHelpDesk Full time

Job Title: Help Desk Support Specialist

Job Summary

This role plays a vital part in ensuring seamless IT service delivery. As the first point of contact for customer requests, you will be responsible for logging, validating, prioritizing, and dispatching tickets to the relevant support teams.

Your key responsibilities include:

  1. Serving as the initial point of contact for incoming tickets via email and ticketing systems.
  2. Validating and logging service requests with accurate information.
  3. Categorizing, prioritizing, and assigning tickets to the most suitable technical teams.
  4. Monitoring ticket queues and reassigning or escalating requests to ensure Service Level Agreements (SLAs) are met.
  5. Performing quality checks on tickets to guarantee documentation accuracy and completeness.
Operational Coordination

You will play a critical role in coordinating support team resources, ensuring optimal workload management and efficient ticket assignment. This involves:

  1. Tracking and balancing workload across support teams.
  2. Proactively monitoring technician availability and assigning tickets based on skill set, workload, and urgency.
  3. Providing valuable insights by documenting metrics such as ticket volume, SLA adherence, and escalation trends.
Administrative & Continuous Improvement

In this role, you will contribute to process documentation updates, participate in daily stand-ups, and shift handovers to ensure smooth knowledge transfer. Additionally, you will perform other duties as required by management.

Required Skills & Qualifications

To succeed in this position, you should possess:

  • Strong organizational skills for managing multiple priorities in a fast-paced environment.
  • Excellent verbal and written communication skills for customer and team interactions.
  • Strong problem-solving and decision-making skills to correctly prioritize and route tickets.
  • Basic knowledge of IT concepts (networks, servers, applications, end-user devices).
  • Ability to remain calm and professional under pressure, particularly during high-severity incidents.
  • Proficiency in using ticketing/ITSM systems.
  • Strong customer service orientation with a focus on empathy, patience, and professionalism.
  • Attention to detail in documenting ticket activity and updating records accurately.
  • Familiarity with SLA/OLA tracking and performance metrics.
  • Proficient with Microsoft Office Suite and collaboration tools.

We offer a dynamic work environment that values teamwork, innovation, and growth opportunities. If you are passionate about delivering exceptional customer experiences and contributing to our team's success, we encourage you to apply.

  • Help Desk Ticket Dispatcher

    3 days ago

    Lahore, Punjab, Pakistan ICE Consulting Full time

    Job SummaryThe Help Desk Dispatcher plays a critical role in ensuring smooth and efficient IT service delivery. This position is the first point of contact for customer requests and is responsible for logging, validating, prioritizing, and dispatching tickets to the appropriate support teams. The dispatcher ensures clear communication, proper resource...

  • Help Desk Ticket Dispatcher

    2 days ago

    Lahore, Punjab, Pakistan ICE Consulting - Managed IT & Cybersecurity for Life Sciences Full time

    Job SummaryThe Help Desk Dispatcher plays a critical role in ensuring smooth and efficient IT service delivery. This position is the first point of contact for customer requests and is responsible for logging, validating, prioritizing, and dispatching tickets to the appropriate support teams. The dispatcher ensures clear communication, proper resource...

  • Customer Service Representative

    3 weeks ago

    Lahore, Punjab, Pakistan Moizzo Tech Full time

    We are looking for a Customer Support Specialist to assist our customers when using our services.Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities.To be successful in this role, you should be an excellent communicator who's able to earn our...

  • Service Desk Analyst

    3 weeks ago

    Lahore, Punjab, Pakistan Giant Group Full time

    At Giant Group, we have an exciting opportunity for a Service Desk Analyst to join our growing team.Job Title: Service Desk AnalystLocation: Askari Corporate Tower, Main Boulevard, Gulberg III, LahoreSalary: PKR 165,000 to 251,000 per month + shift allowance PKR 41,600 per monthHours: 40 hours per week, Monday to Friday, 2 shifts: 2:00 pm- 11:00 pm or 11:00...

  • Administrative Support Specialist

    2 days ago

    Lahore, Punjab, Pakistan beBeeSupport Full time 150,000 - 250,000

    Front Desk OfficerWe are seeking an exceptional Front Desk Officer to provide top-notch administrative support and manage daily operations.Key Responsibilities:Assist visitors by greeting them, directing them to the correct destination, and answering their queries.Handle phone calls efficiently, providing information and transferring calls as necessary,...

  • Front Desk Receptionist

    3 weeks ago

    Lahore, Punjab, Pakistan Carbon Energies Full time

    Get AI-powered advice on this job and more exclusive features.Company DescriptionCarbon Energies is a multidisciplinary engineering company specializing in high-performance solutions for the Oil, Gas, and Energy sector. With expertise in process, mechanical, piping, electrical, instrumentation, and civil/structural engineering, we emphasize quality,...

  • Product Support Specialist

    3 weeks ago

    Lahore, Punjab, Pakistan Podium Full time

    Product Support Specialist (Lahore, Pakistan)Join to apply for the Product Support Specialist (Lahore, Pakistan) role at PodiumProduct Support Specialist (Lahore, Pakistan)Join to apply for the Product Support Specialist (Lahore, Pakistan) role at PodiumGet AI-powered advice on this job and more exclusive features.At Podium, our mission is to arm every local...

  • Customer Support Specialist

    4 weeks ago

    Lahore, Punjab, Pakistan Beta Business Direct Full time

    Customer Support Specialist Beta Business Direct, Pakistan A reputed UK-based B2B service provider firm is looking for a female Customer Service Specialist who can deal with customers effectively and generate leads. A candidate must have hands-on experience in call center. Performance-based bonuses will also be given.Responsibilities:Influence customers and...

  • Computer Support Specialists

    4 weeks ago

    Lahore, Punjab, Pakistan Oman OnlineConnect Full time

    Computer Support Specialists vacancy in Lahore PakistanComputer Support SpecialistA computer support specialist is responsible for providing technical assistance and support to individuals and organizations who use computer software or equipment. They help solve technical problems, provide advice, and train users on how to utilize technology effectively. As...

  • Technical Support Specialist

    3 weeks ago

    Lahore, Punjab, Pakistan Contour Software Full time

    Technical Support Specialist (Accounting)Join to apply for the Technical Support Specialist (Accounting) role at Contour SoftwareTechnical Support Specialist (Accounting)3 days ago Be among the first 25 applicantsJoin to apply for the Technical Support Specialist (Accounting) role at Contour SoftwareGet AI-powered advice on this job and more exclusive...