IT Service Desk Analyst

2 days ago

Islamabad, Islamabad, Pakistan Bestway Consultancy Services Full time 600,000 - 1,200,000 per year

Position Purpose

The IT Service Desk Analyst provides first-line technical support, troubleshooting and resolving IT incidents while ensuring timely resolution in alignment with ITIL standards.

Job Description

  • Serve as the first point of contact for IT incidents, troubleshooting and resolving issues, or escalating as needed.
  • Manage and track incidents using a ticketing system, ensuring resolution within agreed SLAs.
  • Provide technical support for systems like Windows 10, Active Directory, Office365, Azure AD, and Mobile Device Management.
  • Monitor IT systems proactively to identify and address potential issues before impacting operations.
  • Assist in IT security compliance, including user onboarding/offboarding and adherence to security policies.

Experience and Qualification

  • Bachelors in Information Technology / Computer Sciences.
  • 03 to 04 years of relevant experience.

Specific Requirements

  • Strong troubleshooting skills with a proven ability to diagnose and resolve technical issues.
  • Experience using a ticket management system for incident tracking and resolution.
  • Proficiency in Microsoft Office, Windows 10, Office365, Active Directory, and Azure AD.
  • Knowledge and experience in Mobile Device Management (MDM) and bespoke systems.
  • Ability to analyze, prioritize, and resolve issues within SLAs while maintaining high customer satisfaction.
  • Comfortable to work onsite from 12 p.m. to 9 p.m.

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