Help Desk Specialist

24 hours ago

Lahore, Punjab, Pakistan beBeeSupport Full time 5,000,000 - 7,500,000
Job Title: IT Support Agent

We are seeking an experienced and skilled IT Support Agent to join our team.

  • The successful candidate will serve as the first point of contact for users calling the IT Service Desk, resolving Level 1 requests in a timely manner and escalating Level 2/3 requests to appropriate support teams.

Responsibilities include:

  • Serving as the single point of contact for employees for all IT-related issues and requests.
  • Responding to all incoming queries from users via official communication channels – phone, email, MS Teams.
  • Monitoring the queues, owning, and analyzing incoming tickets in the ITSM workflow tool.
  • Resolving all incidents and service requests within the defined SLA and ensuring all necessary information is present for successful completion.
  • Keeping requestors informed about the progress.
  • Properly and timely escalating incidents or service requests that are out of scope or cannot be completed for any reason to the respective Tier 2 / Tier 3 teams or other parties.
  • Following standard IT Service Desk operating procedures accurately.
  • Ensuring all actions and activities are properly logged.
Requirements:
  • Excellent communication skills.
  • A very good command of English – both verbal and written.
  • Good interpersonal skills, with a focus on listening and questioning.
  • Good analytical skills.
  • Ability to multitask.
  • Knowledge/experience with configuring and managing Windows 10/11 in a domain environment, as well as end-user devices - PCs, Laptops, Printers.
  • Previous experience in an IT environment as customer support/helpdesk/administrator or similar is advantageous.
  • Knowledge or experience with Microsoft technologies (Active Directory / Intune / Azure / etc.) is advantageous.
  • Experience with hardware is advantageous.

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