IT Service Desk Pro — 24/7 Support

Xtium; Islamabad; On-site; PKR 800,000 - 1,200,000; Full time

Job summary

XTIUM is hiring a Support Specialist for its Islamabad, Pakistan office. The role handles end-user technical support via phone, email, chat, and self-service portals, with focus on resolving issues related to Windows OS, Office 365, VPN, and IT services.

You will document incidents in ServiceNow, escalate where needed, and ensure high customer satisfaction. The ideal candidate has 4+ years in an MSP service desk, strong communication, and ITIL familiarity.

Qualifications

• 4+ years of service desk experience in an MSP environment.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and customer-centric approach.
• Ability to work under pressure and manage multiple priorities.
• Familiarity with ITSM concepts and ITIL knowledge preferred.
• Willingness to work 1st, 2nd, or 3rd shift in a 24/7 environment.

Responsibilities

• Provide end-user technical support via phone, email, chat, and self-service portals.
• Diagnose and resolve issues with desktops, laptops, printers, and common software.
• Assist with password resets, account unlocks, and access requests.
• Provide remote assistance and troubleshoot network connectivity (VPN/internet).
• Document incidents in ServiceNow and escalate complex issues.
• Maintain SLA adherence and high first-call resolution.
• Convey technical information clearly to clients.

Skills

Communication

Customer-centric

Problem solving

Multi-tasking

Empathy

Team player

Time management

Pressure handling

Education

Bachelor’s degree in Computer Science / Information Systems or related field

Tools

ServiceNow

Windows OS

Office 365

Azure AD

Active Directory

Exchange / Office 365

Job description

XTIUM is hiring a Support Specialist for its Islamabad, Pakistan office. The role handles end-user technical support via phone, email, chat, and self-service portals, with focus on resolving issues related to Windows OS, Office 365, VPN, and IT services.

You will document incidents in ServiceNow, escalate where needed, and ensure high customer satisfaction. The ideal candidate has 4+ years in an MSP service desk, strong communication, and ITIL familiarity.