IT Service Desk & Incident Coordinator

The Briefed; Islamabad; On-site; PKR 420,000 - 650,000; Full time

Job summary

Inbox Business Technologies is seeking a proactive Technical Support Officer to manage daily IT support operations and coordinate between end-users, technical teams, and vendors for timely issue resolution.

The role requires 1–3 years in IT support, a Bachelor’s degree in Computer Science or IT, and familiarity with ITSM tools; you will monitor incidents, track SLAs, and maintain thorough service records while supporting on-site and remote activities in Islamabad.

Qualifications

• 1–3 years of IT support or helpdesk experience.
• Bachelor’s degree in Computer Science, IT, or a related field.
• Familiarity with ITSM tools such as Jira Service Management, ServiceNow, or similar ticketing systems.
• Understanding of incident management, escalation processes, and SLA tracking.
• Strong documentation, reporting, and data tracking skills.
• Familiarity with ITIL practices and service management frameworks.

Responsibilities

• Coordinate and manage daily IT support operations and service requests.
• Act as the primary point of contact between users, technical teams, and external vendors.
• Monitor and manage incident tickets to ensure compliance with defined SLAs.
• Track, prioritize, and elevate unresolved issues to the appropriate teams.
• Schedule and coordinate on-site and remote support activities.
• Maintain accurate and detailed records of service requests, incidents, resolutions, and performance metrics.
• Generate regular service performance reports and provide actionable insights for improvement.
• Assist in capacity planning, resource allocation, and workflow optimization.
• Support IT audits, asset management, and documentation of IT processes.
• Facilitate clear and timely communication between end-users and technical teams.
• Contribute to the continuous improvement of ITSM processes.

Skills

IT support

Helpdesk

Service coordination

Jira Service Management

ServiceNow

SLA tracking

Documentation

Communication skills

Organizational skills

Education

Bachelor's degree in Computer Science or IT

Tools

Jira Service Management

ServiceNow

Job description

Inbox Business Technologies is seeking a proactive Technical Support Officer to manage daily IT support operations and coordinate between end-users, technical teams, and vendors for timely issue resolution.

The role requires 1–3 years in IT support, a Bachelor’s degree in Computer Science or IT, and familiarity with ITSM tools; you will monitor incidents, track SLAs, and maintain thorough service records while supporting on-site and remote activities in Islamabad.