Information Technology Help Desk Support

Sharp Brains; Lahore; On-site; PKR 650,000 - 950,000; Full time

Job summary

Sharp Brains is seeking a dedicated Help Desk Support to join our IT support team. You will be the first point of contact for our users, providing technical support via inbound calls.

This role requires rotating shifts to cover 24/7 operations, strong English communication, and solid knowledge of Windows 10/11, Office 365, and AD. You will log tickets, troubleshoot, and escalate complex issues while keeping users informed.

Qualifications

• Minimum 1–2 years in a Technical Help Desk or IT Support role.
• Excellent written and verbal English communication mandatory.
• Willingness to work a rotating schedule including nights, weekends, and public holidays.
• Strong knowledge of Windows OS, AD, Office 365, and basic networking (TCP/IP, DNS, DHCP).

Responsibilities

• Inbound call management: log tickets and resolve issues on first contact when possible.
• Provide Level 1/2 technical support for hardware, software, network, and VPN issues.
• Document user issues, steps, and resolutions in ITSM system.
• Escalate complex issues to Level 3 teams or external vendors while owning the ticket.

Skills

English communication

Customer service

Problem solving

Attention to detail

Tools

Windows 10/11

Active Directory

Office 365

Networking basics

Job description

About the Role

We are looking for a dedicated Help Desk Support to join our IT support team. In this role, you will be the first point of contact for our internal/external users, providing technical support via inbound calls.

You will be required to work on a rotating shift schedule (covering mornings, afternoons, nights, and weekends) to ensure our global operations run 24/7. We are looking for someone who thrives in fast-paced environments and can resolve issues efficiently with a customer-first mindset.

Key Responsibilities

• Inbound Call Management: Handle a high volume of incoming calls, logging tickets and resolving issues on the first contact where possible.
• Technical Troubleshooting: Provide Level 1/2 technical support for hardware, software, network connectivity, and VPN issues (Windows OS, Office 365, Active Directory, etc.).
• Ticket Management: Accurately document user issues, troubleshooting steps, and resolutions in the ITSM ticketing system.
• Escalation: Identify complex issues and elevate them to the appropriate Level 3 teams or external vendors while maintaining ownership of the ticket.
• User Communication: Translate technical jargon into clear, understandable language for non-technical users.
• Shift Adherence: Maintain strict adherence to the rotating schedule, ensuring seamless handovers between shifts.

Required Qualifications

• Experience: Minimum of 1-2 years of experience in a Technical Help Desk or IT Support role.
• Communication: Excellent written and verbal English skills are mandatory (must be able to hold complex conversations regarding technical issues clearly).
• Technical Skills: Strong knowledge of Windows 10/11, Active Directory (resetting passwords, creating accounts), Office 365, and basic networking (TCP/IP, DNS, DHCP).
• Soft Skills: Strong problem-solving abilities, patience, and the ability to de-escalate frustrated users.
• Availability: Must be willing and able to work a rotating schedule that includes nights, weekends, and public holidays.

Desirable Skills (Bonus)

• Experience with ServiceNow or similar ticketing systems.
• ITIL Foundation Certification.
• Experience supporting mobile devices (iOS/Android) and VPN clients.
• Knowledge of Mac OS or Linux.