IT Service Desk Specialist

PwC South Africa; Karachi Division; On-site; Confidential; Full time

Job summary

A. F. Ferguson & Co. IT team in Karachi seeks an IT Service Desk specialist to support users, manage incidents, and assist with asset management. You will troubleshoot hardware, software, OS, and network issues, and provide frontline IT support to enable business operations.

The role emphasizes customer service, clear communication, and adherence to security and IT governance. A college degree in IT and relevant certifications are valued.

Qualifications

• Bachelor's in Computer Science or IT (or equivalent IT qualification).
• Minimum 2 years of IT service desk experience.
• Certification(s) Preferred: CompTIA A+ PwC.

Responsibilities

• Provide IT service desk support to Karachi-based users and teams.
• Resolve incidents and service requests via ServiceNow.
• Assist with asset management, inventory control, and lifecycle activities.
• Coordinate with vendors and monitor SLAs; document communications.
• Maintain clear, user-friendly ticket notes and knowledge base articles.

Skills

Customer service

Communication

Troubleshooting

IT support

Ticket/documentation

Education

Bachelor's in Computer Science or IT

Tools

ServiceNow

Active Directory

Remote support (RDP)

VPN

Job description

Job Description & Summary

Line of Service Internal Firm Services Industry/Sector Not Applicable Specialism IFS - Information Technology (IT) Management Level Senior Associate

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.

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)
• Remote support tools (RDP, Quick Assist, etc.)
• Endpoint support (drivers, imaging/basic deployment)
• Printers/scanners and general office device troubleshooting
• Email/account support (password resets, mailbox access)
• 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

Bachelors in computer science or any equivalent IT Qualification

Minimum Years of Experience: 2 years

Certification(s) Preferred: CompTIA A+ PwC

PwC A.F. Ferguson & Co. is an equal opportunity employer.

We celebrate diversity and are committed to creating an inclusive environment for all.

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required:

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills 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}

Desired Languages (If blank, desired languages not specified)

Travel Requirements Not Specified

Available for Work Visa Sponsorship? No

Government Clearance Required? No

Job Posting End Date