Job Opportunity: IT Helpdesk Analyst
Location: Karachi, Pakistan (On-Site)
Timings: Rotational Shifts (monthly basis)

Job description:
The IT Helpdesk Analyst is responsible for providing 24/7 support to internal users and external customers. They will be responsible to provide technical support to internal, external users and clients as required. The Helpdesk Executive will be considered as the firm’s front liner and will be required to solve basic technical problems and provide support for all assigned areas.

Key Responsibilities:
Responsible for Level 1 support to all clients and internal users’ queries and provide technical support for the resolution of requests according to agreed SLAs.
Deliver training to staff and clients of RIS and corporate applications and assist with product demo to clients.
Responsible for managing service requests in the service management system and handle user requests via online requests, calls, and emails
Provide timely and efficient responses to customer inquiries and project requests. Update supervisor and management about critical IT issues and incidents.
Maintain up to date status of all operational support and project tickets in service desk software and provide regular updates to supervisor.

Skills and Experience:
Minimum 2-5 years' experience as IT help desk support and delivering support to international clients and remote users. Knowledge of the ITIL framework is desirable.
Demonstrated ability to evaluate and think creatively with regard to solving problems.
Excellent written and verbal English communication skills and ability to work as an effective member in a remote team environment.
Effective time management, ability to multitask and excellent customer services skills are must have.

Job Type: Full-time, On-Site