IT Helpdesk Executive

2 weeks ago

Islamabad, Islamabad, Pakistan TAWAL Full time 104,000 - 130,878 per year

MAIN ACCOUNTABILITIES

  • Provide first-level IT support to end-users via JIRA Helpdesk, email, phone, or in-person, ensuring timely resolution of issues.
  • Monitor and manage JIRA Helpdesk tickets.
  • Provide local desktop/laptop support including OS troubleshooting, hardware diagnostics, and peripheral support.
  • Coordinate and negotiate with vendors for hardware warranty claims and ensure timely resolution.
  • Assist the line manager in planning and executing routine maintenance and support tasks.
  • Maintain and update asset management and software licensing records.
  • Support configuration and management of Microsoft 365 tools (Outlook, Teams, SharePoint, OneDrive, etc.).
  • Provide basic networking support (LAN/Wi-Fi, IP configurations, printer sharing, etc.).
  • Be available to work weekends or extended hours during critical outages or emergency situations.

JOB REQUIREMENTS

  1. Minimum Qualifications:

  2. Bachelor's degree in computer science, Information Technology, Electronics, or a related field from a recognized institution.

  3. (Diploma holders with relevant experience may also be considered.)

  4. Microsoft 365 Fundamentals (Preferred)

  5. Minimum Experience:

  6. 2 years of relevant experience in IT Helpdesk/Desktop Support roles.

  7. Experience working with cloud-based platforms, especially Microsoft 365 preferred.
  8. Prior experience with JIRA or any equivalent ITSM platform preferred.

  9. Exposure to vendor coordination and hardware warranty management is a plus.

  10. Functional Expertise (Knowledge, Skills & Abilities):

A. Knowledge (What the candidate must know)

  • Basic understanding of configuration and troubleshooting of Microsoft 365 suite : Outlook, Teams, SharePoint, OneDrive, Excel, etc.
  • Basic knowledge of desktop operating systems (Windows 10/11), system imaging, and antivirus tools.
  • Understanding of LAN/Wi-Fi networking concepts (IP addressing, DNS, DHCP, network printers).
  • Familiarity with IT ticketing systems — preferably JIRA Service Management.
  • Awareness of Oracle ERP (end-user support level).

B. Skills (What the candidate must be able to do)

  • Troubleshoot hardware/software/network issues efficiently and independently.
  • Install, configure, and support desktops, laptops, and common business applications.
  • Respond to and manage JIRA Helpdesk tickets within defined SLAs.
  • Maintain and update IT asset inventory using Excel or asset management tools.
  • Coordinate effectively with hardware/software vendors for support or warranty issues.
  • Prioritize tasks and manage multiple support issues under pressure.

C. Abilities (What qualities the candidate must possess)

  • Strong interpersonal and customer service orientation.
  • Ability to work independently and as part of a team.
  • Ability to remain calm and professional during critical IT incidents or outages.
  • Flexibility to work after hours/weekends during emergencies or planned outages.
  • Proactive attitude toward learning new technologies and tools.
  • Ability to maintain confidentiality and handle sensitive information responsibly.

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