IT Help Desk (Assistant Manager / Manager

HRC Pakistan; Karachi Division; On-site; PKR 1,200,000 - 1,800,000; Full time

Job summary

A leading IT service provider in Karachi is seeking an experienced IT Helpdesk Manager to oversee the help desk team. The ideal candidate will have strong knowledge of hardware/software and 4+ years of experience in IT helpdesk roles. Responsibilities include managing team performance, ensuring timely resolution of complaints, and supporting executive-level staff. Join us to make a difference in IT support!

Qualifications

• 4+ years of experience handling IT helpdesk.
• Up-to-date knowledge of the latest IT and software trends.

Responsibilities

• Manage the help desk team and evaluate the performance.
• Ensure timely logging and resolution of complaints.
• Inventory management and tracking of all IT related assets.
• Set up video conferencing for meetings.
• Provide day to day support to top board members.

Skills

Customer service ethos

Hardware and software knowledge

Strong communications skills

Ability to work well with people

Education

Bachelors in Information Technology/Computer Science/Computer Engineering

Job description

Key Responsibilities:

• Manage the help desk team and evaluate the performance
• Ensure timely logging and resolution of complaints
• Inventory management and tracking of all IT related assets
• Setting up video conferencing for board/executive-level meetings
• Providing day to day support to top board members and top executives
• Recruit, train, and support help desk representatives and technicians
• Contribute to improving help desk support by actively responding to queries and handling complaints
• Establish best practices through the entire technical support process
• Follow up with customers to identify areas of improvement
• Develop daily, weekly and monthly reports on the help desk team’s productivity
• Provide customer feedback to the appropriate internal teams, like system admins, network admins
• Inter-Department Coordination to facilitate the users
• Manage and track customer complaints on the IT help desk system
• Problem diagnostic, installation, troubleshooting of (Desktops, Laptops, Printers, Scanner, Network, Wireless, IP phones, Operating Systems, Software, Antivirus)
• Any other task assigned by Line Manager.

Required Skills:

• In-depth knowledge of hardware and software.
• Up-to-date knowledge of the latest IT and software trends.
• Strong customer service ethos.
• Ability to work well with people.
• Strong communications skills.

Preferred Education, Experience, and Certifications:

• Bachelors in (Information Technology/ Computer Science / Computer Engineering)
• 4+ years of experience handling IT Helpdesk
• Relevant training and certifications will be an added advantage

Disclaimer: HRC Pakistan is a bridge between employer and prospective employee, Job description does not reflects thoughts and sentiments of HRC Pakistan.

We are Equal Opportunity Employer. Note: Please only apply if you are eligible