36, Dr. Bashir Ahmed Delvi Street, Bangalore Town, Karachi, Pakistan 0092 21 34150504 hiring@dmkhr.com
SERVICE DESK ANALYST
Category: Software & Web Development
Career Level: Experienced
Number of Vacancies: 1
Required Qualification: BS IT
Required Certification:
Required Experience (years): 4
Salary Per Month:   Negotiable  
Allowances Offered:
Required Gender: Male
Last Date: 24-Feb-2023
Location: Karachi, Pakistan
Job Description:

The Service Desk Analyst will be responsible for assisting in the resolution of both hardware and software issues. This position will engage closely with clients and help in numerous IT projects.

Key Responsibilities

  • Resolve Level 1 IT Tickets/work orders. Escalates complex and/or high-priority problems to appropriate personnel or support groups for resolution.
  • Support may include answering questions, troubleshooting problems, instructing customers regarding software or hardware functionality, and communicating policy.
  • Determines the most effective manner to resolve a client's technical issue. Engages in research and in-depth troubleshooting to resolve technical issues.
  • Promptly records required customer and problem information into the Ticketing System.
  • Updates tickets with appropriate journal entries of activities and closes tickets with resolution and time spent entered upon completion of the job.
  • Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow-up.
  • Assist in setting up new user profiles, PC’s/Laptops/Phones.
  • Perform software, hardware, and firmware upgrades as necessary.
  • Assist in researching products and services as necessary.
  • Works on Helpdesk projects as assigned by manager.
  • Assists with various IT projects that include networking, AD administration, File Server administration, and various other IT technologies.
Job Specification:

Qualifications

  • Experience in computer hardware, software, and advanced network troubleshooting, or equivalent training
  • Must be proficient in Linux, MS Office/Tasks suite, and Windows family of latest OSs
  • Familiarity with VoIP systems, networking, and communication hardware such as Cisco routers, switches, and firewalls
  • Experience with Clouds, thin clients, and system virtualization is a plus!
  • Possess excellent communication skills, be able to handle stressful situations with a drive to assist clients, using both industry knowledge and out-of-the-box thinking to resolve issues
  • Customer service training and/or experience are beneficial.
  • This position requires handling Escalated Helpdesk tickets in an appropriate manner
  • Individual must be able to gauge the customer's technical ability and communicate with them in appropriate technical or non-technical language in a non-condescending manner
  • This position involves projects and/or assignments requiring considerable decision-making regarding procedures, plans, auditing, and schedules. The ability to work independently or in a team setting is necessary

Skills

  • Ability to adapt and multitask on various projects with a willingness to learn and support new and fast-changing technologies
  • Ability to absorb and retain information in a fast-paced environment
  • Able to effectively prioritize and execute tasks in a high-pressure situation
  • Ability to work under tight deadlines while managing multiple clients
  • Must be able to learn new software packages quickly and assist others where needed
  • Highly self-motivated and directed with a passion for technology and IT
  • Strong desire to learn new technologies, and be part of a dynamic, goal, and achievement-driven team environment
  • Excellent verbal, written, and interpersonal communication skills using the English language
  • Strong customer service skills

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