IT Service Desk Specialist

PwC; Karachi Division; On-site; PKR 1,200,000 - 2,000,000; Full time

Job summary

PwC Pakistan seeks a Senior IT Service Desk specialist to join the IT team in Karachi. You will support staff, manage incidents and requests, and ensure service levels while maintaining asset records and coordinating with vendors for repairs and procurement.

Ideal candidates have a bachelor’s in CS, at least 2 years of service desk experience, and familiarity with Windows, MS 365, AD, and security basics. Knowledge of ServiceNow is essential.

Qualifications

• Bachelor's degree in computer science or equivalent IT qualification
• Minimum 2 years of IT helpdesk/ service desk experience
• CompTIA A+ preferred

Responsibilities

• Provide IT service desk support to Karachi-based staff
• Manage incidents, requests and SLAs using ServiceNow
• Maintain asset records and inventory accuracy
• Coordinate with vendors for repairs and procurement
• Ensure security best practices and data handling

Skills

Windows

Microsoft 365

Active Directory

Troubleshooting

ServiceNow

Networking basics

Endpoint support

Printers & scanners

Endpoint protection

Education

Bachelor's in CS

Tools

ServiceNow

ITAM/CMDB

Job description

Line of Service
Internal Firm Services

Industry/Sector
Not Applicable

Specialism
IFS - Information Technology (IT)

Management Level
Senior Associate

Job Description & Summary

Being one of the leading accounting and professional services firms of the Country, A. F. Ferguson & Co. Chartered Accountants (a member firm of the PwC network) provides assurance, consulting and taxation services. This campaign aims to hire an IT Service Desk specialist for the Firm to join our information technology team based in Karachi. A career in Information Technology, within Internal Firm Services, will provide you with the opportunity to support our core business functions by deploying and managing applications that enable our people to work more efficiently and deliver the highest levels of service to our clients.

Focused on relationships, you are building meaningful client connections, and learning how to manage and inspire others. Navigating increasingly complex situations, you are growing your personal brand, deepening technical expertise and awareness of your strengths. You are expected to anticipate the needs of your teams and clients, and to deliver quality. Embracing increased ambiguity, you are comfortable when the path forward isn’t clear, you ask questions, and you use these moments as opportunities to grow.

Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

Technical Skills

• Windows & Microsoft 365 (Outlook, Teams, SharePoint)
• Active Directory (user accounts, groups, access/permissions)
• Troubleshooting (hardware, software, OS, and network issues)
• Ticketing systems (ServiceNow)
• Network fundamentals (DNS, DHCP, TCP/IP, VPN, Wi - Fi)
• Endpoint support (drivers, imaging/basic deployment)
• Printers/scanners and general office device troubleshooting
• Endpoint protection/antivirus basics

Inventory Management

• Asset tracking and maintaining accurate hardware/software records
• Managing the IT equipment lifecycle (receiving, tagging, assigning, relocating , retiring)
• Coordinating replacements and RMA/warranty processes with vendors
• Stock control for accessories and spare parts (headsets, cables, adapters, batteries)
• Updating inventory/asset data in an ITAM/CMDB system (or approved spreadsheets)
• Supporting periodic audits (check-in/check-out, discrepancy resolution)

Vendor Correspondence, Negotiation & SLA Management

• Communicating with vendors for service requests, repairs, and replacements
• Negotiating turnaround times, resolution targets, and service credits per SLA
• Managing vendor escalations and ensuring timely updates during outages/issues
• Tracking SLA performance (response/repair times) and maintaining vendor documentation
• IT budgeting
• Reviewing quotes and coordinating procurement-related approvals (as applicable)
• Maintaining professional written correspondence (email/ticket notes) and audit-ready records

Customer & Service Skills

• Strong customer service and professional communication
• Ticket prioritization and SLA adherence
• Documentation skills (ticket notes, KB articles, inventory logs)
• Clear, user-friendly explanations to non-technical users
• Escalation and follow-through with internal teams

Security & Compliance (Helpful)

• Security best practices (least privilege, MFA awareness)
• Proper handling of user data and access controls
• Following IT policies/procedures during support and asset management

Qualification Required

Bachelors in computer science or any equivalent IT Qualification

Minimum Years of Experience

2 years

Certification(s) Preferred

CompTIA A+ PwC A.F. Ferguson & Co. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all.

Optional Skills Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Communication, Computer Engineering, Computer Program Installation, Computer Programming, Computer Technical Support, Creativity, Embracing Change, Emotional Regulation, Empathy, Enterprise Architecture (EA), Incident Management and Resolution (IMR), Inclusion, Information and Communications Technology (ICT), Intellectual Curiosity, IT Infrastructure Upgrades, IT Operations, IT Operations Management, IT Project Lifecycle, IT Support, IT Troubleshooting, Learning Agility {+ 11 more}

(If blank, desired languages not specified)

Travel Requirements
Not Specified

Available for Work Visa Sponsorship?
No

Government Clearance Required?
No

Job Posting End Date