Service Desk Specialist

We are looking for a data-driven professional with expertise in
SQL
,
process automation
,
business intelligence
, and
machine learning
to join our team. The ideal candidate will play a key role in automating data workflows, developing predictive models, and delivering actionable insights that drive strategic decisions.

Position: IT Helpdesk

TIMINGS: 03am- 12 noon (ONSITE)

LOCATION: Y Block – DHA 3- Lahore

EXCELLENT COMMUNICATION

Job Summary:
The IT Helpdesk Administrator is responsible for providing technical support, troubleshooting, and assistance to end-users within the organization. This role involves diagnosing and resolving hardware, software, network, and system issues to ensure smooth and efficient operation of computer systems.

Key Responsibilities:

User Support:

·      Respond to user inquiries and technical issues through various communication channels (phone, email, chat, in-person) in a timely and professional manner.

·      Assist users with hardware and software installations, configurations, and updates.

·      Troubleshoot and resolve issues related to desktops, laptops, mobile devices, printers, and peripherals.

Technical Troubleshooting:

·      Identify, diagnose, and resolve technical problems related to operating systems, applications, and network connectivity.

·      Provide guidance to users on resolving common technical issues independently.

Issue Tracking and Documentation:

·      Log all user interactions, technical issues, and resolutions in a helpdesk ticketing system.

·      Maintain accurate and up-to-date documentation of common problems and solutions.

Remote Support:

·      Provide remote technical support to off-site users through remote desktop tools or virtual communication channels.

·      Assist users with remote access and connectivity issues.

Hardware and Software Maintenance:

·      Perform routine maintenance tasks such as system updates, patches, and software installations.

·      Coordinate with relevant teams to manage hardware repairs and replacements.

User Training:

·      Conduct user training sessions to educate employees on software applications, best practices, and cybersecurity awareness.

Security and Compliance:

·      Assist in implementing and enforcing IT security policies and practices.

·      Ensure compliance with data protection regulations and industry standards.

Collaboration:

·      Collaborate with other IT teams to escalate and resolve complex technical issues.

·      Provide feedback to improve IT infrastructure and processes.

Qualifications and Skills:

·      A bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience).

·      Proficiency in operating systems (Windows, macOS, Linux) and common software applications.

·      Strong troubleshooting skills and analytical thinking.

·      Excellent communication and customer service skills.

·      Familiarity with remote support tools and techniques.

·      Basic understanding of networking concepts.

·      Knowledge of IT security principles and best practices.

·      Ability to work independently and within a team.

·      Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator, ITIL Foundation) are a plus.

Experience:
Previous experience in a helpdesk or technical support role is preferred. Entry-level positions may be available for candidates with strong technical skills and a willingness to learn.

Work Environment:
The IT Helpdesk Administrator primarily works in an office environment, but remote support may also be required. The role may involve occasional after-hours or weekend work to address critical issues or perform system maintenance.