IT Help Desk Analyst L1
Alykas
Date: 2 weeks ago
City: Karachi
Contract type: Full time
US Based Job/Onsite Job with US Time Zone
Job Title: IT Service Desk L1 / IT Help Desk Analyst L1
Job Overview:
We are looking for an IT Service Desk L1 / IT Help Desk Analyst L1 to provide first-line technical support to end users and ensure timely resolution of IT incidents and service requests.
The ideal candidate should have hands-on experience with ITSM/ticketing tools, incident management, SLA tracking, Windows, Microsoft 365, Active Directory, and basic networking.
Key Responsibilities:
Provide IT support via ticketing system, email, phone, or chat.
Log, categorize, prioritize, update, and close incidents and service requests in the ITSM tool.
Troubleshoot Windows, Microsoft 365, Outlook, Teams, printers, laptops, desktops, and other IT peripherals.
Perform basic troubleshooting of LAN/Wi-Fi, DNS, DHCP, TCP/IP, VPN, and internet connectivity issues.
Handle basic user administration tasks such as password resets, account unlocks, and access requests through Active Directory or similar platforms.
Monitor and manage tickets according to defined SLA requirements.
Escalate unresolved or complex issues to L2/L3 teams with proper troubleshooting details and documentation.
Support user onboarding/offboarding, including system access and IT equipment requirements.
Maintain accurate ticket notes, resolution details, and IT documentation/knowledge-base articles.
Follow ITIL-based processes for Incident, Service Request, Problem, and Change Management.
Coordinate with internal IT teams and third-party vendors when required.
Maintain a professional and customer-focused approach while handling end-user issues.
Required Skills:
IT Help Desk, Service Desk, Desktop Support, or IT Support.
Hands-on experience with an ITSM/ticketing platform.
Good knowledge of Windows 10/11 and Microsoft 365.
Basic knowledge of Active Directory / Azure AD.
Understanding basic networking concepts: TCP/IP, DNS, DHCP, Wi-Fi, and VPN.
Good troubleshooting and problem-solving skills.
Understanding of ITIL / ITSM concepts.
Strong verbal and written communication skills.
Good ticket documentation and time-management skills.
Qualifications:
Bachelor's degree in computer science, Information Technology, or a related field is preferred.
ITIL Foundation certification is a plus.
Microsoft, CompTIA A+, or similar certifications are an advantage.
What We're Looking For:
Customer-focused and service-oriented attitude.
Ability to manage multiple tickets and priorities.
Strong ownership and follow-up skills.
Ability to work effectively with L2/L3 technical teams.
Willingness to learn new IT tools, technologies, and processes.
Interested candidates are encouraged to apply with an updated CV.
Job Title: IT Service Desk L1 / IT Help Desk Analyst L1
Job Overview:
We are looking for an IT Service Desk L1 / IT Help Desk Analyst L1 to provide first-line technical support to end users and ensure timely resolution of IT incidents and service requests.
The ideal candidate should have hands-on experience with ITSM/ticketing tools, incident management, SLA tracking, Windows, Microsoft 365, Active Directory, and basic networking.
Key Responsibilities:
Provide IT support via ticketing system, email, phone, or chat.
Log, categorize, prioritize, update, and close incidents and service requests in the ITSM tool.
Troubleshoot Windows, Microsoft 365, Outlook, Teams, printers, laptops, desktops, and other IT peripherals.
Perform basic troubleshooting of LAN/Wi-Fi, DNS, DHCP, TCP/IP, VPN, and internet connectivity issues.
Handle basic user administration tasks such as password resets, account unlocks, and access requests through Active Directory or similar platforms.
Monitor and manage tickets according to defined SLA requirements.
Escalate unresolved or complex issues to L2/L3 teams with proper troubleshooting details and documentation.
Support user onboarding/offboarding, including system access and IT equipment requirements.
Maintain accurate ticket notes, resolution details, and IT documentation/knowledge-base articles.
Follow ITIL-based processes for Incident, Service Request, Problem, and Change Management.
Coordinate with internal IT teams and third-party vendors when required.
Maintain a professional and customer-focused approach while handling end-user issues.
Required Skills:
IT Help Desk, Service Desk, Desktop Support, or IT Support.
Hands-on experience with an ITSM/ticketing platform.
Good knowledge of Windows 10/11 and Microsoft 365.
Basic knowledge of Active Directory / Azure AD.
Understanding basic networking concepts: TCP/IP, DNS, DHCP, Wi-Fi, and VPN.
Good troubleshooting and problem-solving skills.
Understanding of ITIL / ITSM concepts.
Strong verbal and written communication skills.
Good ticket documentation and time-management skills.
Qualifications:
Bachelor's degree in computer science, Information Technology, or a related field is preferred.
ITIL Foundation certification is a plus.
Microsoft, CompTIA A+, or similar certifications are an advantage.
What We're Looking For:
Customer-focused and service-oriented attitude.
Ability to manage multiple tickets and priorities.
Strong ownership and follow-up skills.
Ability to work effectively with L2/L3 technical teams.
Willingness to learn new IT tools, technologies, and processes.
Interested candidates are encouraged to apply with an updated CV.
How to apply
To apply for this job you need to authorize on our website. If you don't have an account yet, please register.
Post a resumeSimilar jobs
Lab Analyst
GSK,
Karachi
2 days ago
Job PurposeThe Lab Analyst will ensure Quality Compliance of Products / Materials at various stages of testing (including raw material, intermediate and finished product & stability testing) to fulfill regulatory and GMP/GLP requirements, coordinate for the fulfillment of GMP compliance and various quality requirements as per GQMPs and GQPs and manage the product validation program in line with GMP requirements.Key...
Brand Manager - Pakistan
Flora Food Group,
Karachi
4 days ago
Location: Karachi, PakistanWhy this role mattersIn your first year as Brand Manager, you will own and grow BlueBand, the number one margarine brand in Pakistan, by delivering a consumer-first growth plan that drives market leadership. This role is crucial for aligning brand strategy with regional and global directions, ensuring BlueBand remains a trusted choice in kitchens across the country. Your...
Assistant Manager Internal Audit - Dist. Technical
K-Electric,
Karachi
2 weeks ago
Our employees are our company's greatest asset - they are our real competitive advantage. We possesse immense power of innovation, immagination and a desire to attract and retain the best; provide them with encouragement, stimulus, and make them feel that they are an integral part of the company's mission.PurposePerform and manage audits to improve the operational effectiveness by identifying the...
