Assistant Director (ICT Support) | NAFSA

Pakistan Single Window; Islamabad; On-site; PKR 558,000 - 1,116,000; Full time

Job summary

Pakistan Single Window (PSW) on behalf of the National Agri-Trade and Food Safety Authority (NAFSA) seeks an ICT Support Specialist to join the foundational team. You will manage daily helpdesk, user access, device support, and incident handling across critical systems.

With a Bachelor’s degree and at least four years in ICT support, you will document processes, coordinate with vendors, and uphold security and compliance while delivering high service quality.

Qualifications

• Bachelor's (minimum sixteen years) in CS/IT/Software Eng 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 helpdesk management and access provisioning.
• Troubleshoot office productivity tools, email, and end-user computing issues.
• Ensure timely resolution of service tickets per defined standards.
• Manage user access controls with documented approvals and reviews.
• Support configuration, deployment, and maintenance of end-user devices.
• Coordinate IT asset inventory, tagging, licensing, and reconciliation.
• Liaise with external service providers for network, hardware, and software support.
• Support information security practices and backup coordination.
• Assist rollout, onboarding, and first-line support of digital systems.
• Maintain audit-ready documentation and prepare ICT support reports.

Skills

Helpdesk management

Access provisioning

End-user computing

Documentation discipline

Customer service

Education

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

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
  

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

For contact, kindly reach out to [e-mail].