IT Service Desk Specialist

A. F. Ferguson & Co. (a member firm of the PwC network); Karachi Division; On-site; PKR 1,200,000 - 1,800,000; Full time

Job summary

A. F. Ferguson & Co.

Chartered Accountants (a member firm of the PwC network) seeks an IT Service Desk Specialist to join our Karachi-based IT team. You will troubleshoot issues, manage incidents, and support end users to keep systems running smoothly. Responsibilities include ticketing via ServiceNow, asset inventory, and collaboration with vendors while ensuring security best practices and adherence to SLAs.

Qualifications

• Bachelor's degree in Computer Science or equivalent IT qualification.
• Minimum of 2 years' IT service desk experience.
• Certification(s) such as CompTIA A+ preferred.

Responsibilities

• Provide IT Service Desk support to end users in Karachi, resolving incidents and fulfilling requests.
• Manage and document tickets via ServiceNow, ensuring timely resolution and clear communication.
• Maintain IT asset records and support equipment lifecycle, including procurement-related activities.
• Coordinate with vendors for replacements, RMAs, and service improvements while complying with SLA targets.

Skills

Windows & MS365

Active Directory

Troubleshooting

ServiceNow

Network fundamentals

Endpoint support

Printer/Scanner support

Customer service

Security basics

Education

Bachelor's degree in Computer Science

Tools

CMDB systems

AD management tools

Job description

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)
• 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
• 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.