IT Help Desk Analyst (L1) - Windows & MS 365 Support

Alykas; Karachi Division; On-site; PKR 11,628,000 - 17,165,000; Full time

Job summary

Alykas is seeking an IT Service Desk L1/IT Help Desk Analyst L1 to provide first-line support to end users in a US-timezone, onsite in the US. The role emphasizes incident management, SLA adherence, and strong customer service.

The ideal candidate will have hands-on experience with ITSM tools, Windows 10/11, Microsoft 365, Active Directory, and basic networking. You will log, troubleshoot, and resolve issues, escalate when needed, and maintain thorough documentation.

Qualifications

• Bachelor’s degree in CS or IT preferred.
• ITIL Foundation certification a plus.
• Microsoft, CompTIA A+ or similar certs advantageous.

Responsibilities

• Provide first-line IT support via ticketing system, email, phone, or chat.
• Log, categorize, prioritize, update, and close incidents and service requests per SLAs.
• Troubleshoot Windows, M365, AD/AD DS, networking basics, printers, and devices.
• Escalate to L2/L3 with detailed notes; maintain documentation; ensure SLA adherence.

Skills

IT Help Desk

ITSM/Ticketing

Windows 10/11

Microsoft 365

Active Directory / Azure AD

Networking basics

ITIL / ITSM concepts

Communication skills

Ticket documentation

Education

Bachelor's degree in Computer Science / IT

ITIL Foundation certification

Microsoft / CompTIA A+ certs

Tools

ITSM ticketing platform

Job description

Alykas is seeking an IT Service Desk L1/IT Help Desk Analyst L1 to provide first-line support to end users in a US-timezone, onsite in the US. The role emphasizes incident management, SLA adherence, and strong customer service.

The ideal candidate will have hands-on experience with ITSM tools, Windows 10/11, Microsoft 365, Active Directory, and basic networking. You will log, troubleshoot, and resolve issues, escalate when needed, and maintain thorough documentation.