Help Desk Technician

4 days ago

Lahore, Punjab, Pakistan beBee Careers Full time
IT Support Specialist

The IT Support Specialist is the primary point of contact for users seeking assistance with IT-related issues. They are responsible for resolving Level 1 requests in a timely and efficient manner, while also escalating Level 2/3 requests to the appropriate support teams.

Main Responsibilities:
  • Serve as the single point of contact for employees regarding all IT-related issues and requests.
  • Respond to all incoming queries from users via official communication channels – phone, email, MS Teams.
  • Monitor queues, own, and analyze incoming tickets in the ITSM workflow tool.
  • Resolve all incidents and service requests within defined SLAs and ensure all necessary information is present for successful completion.
  • Keep requestors informed about progress.
  • If additional information or actions are required to complete a task, ensure all steps are taken, and all respective parties are contacted (requestors/approvers/etc.).
  • Properly and timely escalate 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.
  • Follow standard IT Service Desk operating procedures accurately.
  • Ensure all actions and activities are properly logged.
Key Skills and Qualifications:
  • Candidate must have a customer-focused approach.
  • Excellent communication skills are essential.
  • A strong command of English – both verbal and written – is required.
  • Good interpersonal skills, with a focus on listening and questioning.
  • Strong analytical skills are necessary.
  • Ability to multitask.
  • Familiarity 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 will be considered an advantage.
  • Familiarity with Microsoft technologies (Active Directory / Intune / Azure / etc.) will be considered an advantage.
  • Experience with hardware will be considered an advantage.

Important Considerations:

  • Full timezone overlap with Philippines time is mandatory.
  • Excellent communication skills are a must-have.
  • Related/relevant experience is mandatory.

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