Assistant Director (ICT Support) | NAFSA

Pakistan Single Window (PSW); Islamabad; On-site; PKR 900,000 - 1,200,000; Full time

Job summary

Pakistan Single Window (PSW) recruits ICT support professionals to manage day-to-day helpdesk activities, provisioning, and end-user computing. The selected candidate will support IT operations within NAFSA's foundational team and help enforce security and policy controls.

The role emphasizes ticket resolution, asset management, system onboarding, and documentation to ensure audit readiness across HR, finance, inspections, and administration.

Qualifications

• Bachelor's degree in Computer Science/IT/Software Engineering or related discipline.
• Minimum 4 years of ICT support experience.
• Knowledge of basic networking, system administration, and helpdesk practices.
• Strong service orientation and documentation discipline.

Responsibilities

• Lead day-to-day ICT support services including user helpdesk management, system access provisioning/de-provisioning, troubleshooting of office productivity tools, email systems, and end-user computing issues
• Ensure timely resolution of service tickets through structured logging, prioritization, escalation, and closure tracking in line with defined service standards
• Manage user access controls for organizational systems (HR, finance, inspection systems, data platforms, etc.) ensuring approval workflows, documentation, and periodic access reviews are maintained
• Support configuration, deployment, and maintenance of end-user devices (desktops, laptops, printers, peripheral equipment) ensuring standardized configurations and security compliance
• Coordinate IT asset inventory management including device tagging, allocation tracking, licensing compliance, and reconciliation with Asset & Estate Management records
• Liaise with external service providers for network support, hardware servicing, software troubleshooting, and system maintenance; monitor SLA compliance and maintain vendor performance records
• Support implementation of information security practices including password controls, endpoint security compliance, user awareness guidance, and coordination of backup processes as per policy
• Assist in rollout, user onboarding, and first-line support of digital systems deployed across HR, finance, inspections, reporting, and administrative functions
• Maintain documentation including system access logs, configuration records, incident reports, and IT support documentation to ensure audit readiness
• Prepare periodic ICT support reports covering ticket trends, resolution timelines, asset status, and recurring issue analysis for management review
• Perform any other duties assigned by the Director HR & Admin consistent with NAFSA's mandate

Skills

Basic networking

System administration

Helpdesk practices

Documentation discipline

User support

Security compliance

Education

Bachelor's degree in Computer Science/IT/Software Engineering or related discipline

Job description

This position is being recruited by Pakistan Single Window (PSW) on behalf of the National Agri-Trade and Food Safety Authority (NAFSA). NAFSA is being established as a strategic national initiative to strengthen Pakistan's agri-trade ecosystem through enhanced regulatory oversight, facilitation, and modernization of food safety and trade processes. The selected candidate will be part of NAFSA's foundational team, contributing to the development of systems, processes, and institutional capabilities.

Responsibilities

• Lead day-to-day ICT support services including user helpdesk management, system access provisioning/de-provisioning, troubleshooting of office productivity tools, email systems, and end-user computing issues
• Ensure timely resolution of service tickets through structured logging, prioritization, escalation, and closure tracking in line with defined service standards
• Manage user access controls for organizational systems (HR, finance, inspection systems, data platforms, etc.) ensuring approval workflows, documentation, and periodic access reviews are maintained
• Support configuration, deployment, and maintenance of end-user devices (desktops, laptops, printers, peripheral equipment) ensuring standardized configurations and security compliance
• Coordinate IT asset inventory management including device tagging, allocation tracking, licensing compliance, and reconciliation with Asset & Estate Management records
• Liaise with external service providers for network support, hardware servicing, software troubleshooting, and system maintenance; monitor SLA compliance and maintain vendor performance records
• Support implementation of information security practices including password controls, endpoint security compliance, user awareness guidance, and coordination of backup processes as per policy
• Assist in rollout, user onboarding, and first-line support of digital systems deployed across HR, finance, inspections, reporting, and administrative functions
• Maintain documentation including system access logs, configuration records, incident reports, and IT support documentation to ensure audit readiness
• Prepare periodic ICT support reports covering ticket trends, resolution timelines, asset status, and recurring issue analysis for management review
• Perform any other duties assigned by the Director HR & Admin consistent with NAFSA's mandate

Requirements

Education

• Bachelor's (Minimum sixteen years) in Computer Science/IT/Software Engineering or related discipline

Experience

• Minimum 4 years of relevant ICT support experience
• Knowledge of basic networking, system administration, and helpdesk practices
• Strong service orientation and documentation discipline