Remote IT Support Specialist | Customer-Focused Help Desk

XTIUM; Islamabad; On-site; PKR 600,000 - 1,200,000; Full time

Benefits offered by this job

Remote work

Equal opportunity employer

Job summary

XTIUM is seeking a capable service desk professional to provide end-user technical support across phone, email, chat, and self-service portals. You will diagnose issues on desktops, laptops, printers, and common software, assist with password resets, and provide remote assistance when possible.

You will log incidents in ServiceNow, meet SLAs, and strive for first-call resolution, demonstrating strong communication and empathetic customer service in a 24/7 remote environment.

Qualifications

• 2+ years of service desk experience in an MSP environment.
• Excellent verbal and written communication skills.
• Strong interpersonal and problem-solving abilities.
• Customer-centric with a focus on service excellence.
• Ability to manage multiple priorities in a fast-paced setting.
• Knowledge of Windows OS, Office 365, Azure AD, and Active Directory.

Responsibilities

• Provide customer end user technical support via phone, email, chat, and self-service portals.
• Diagnose and resolve issues with desktops, laptops, printers, and common software applications.
• Assist with password resets, account unlocks, and access requests.
• Provide remote assistance when applicable and troubleshoot network connectivity issues.
• Document incidents and requests in ServiceNow and escalate when needed.
• Adhere to SLAs, drive first call resolution and customer satisfaction.

Skills

Communication skills

Interpersonal skills

Problem solving

Time management

Ability to work under pressure

Customer-centric

Team player

Continuous improvement mindset

Education

Bachelor’s degree in Computer Science or related field

Tools

Windows OS

Office 365

Azure AD

Active Directory

Exchange/Office 365

ServiceNow

ITIL knowledge

Remote assistance tools

Job description

XTIUM is seeking a capable service desk professional to provide end-user technical support across phone, email, chat, and self-service portals. You will diagnose issues on desktops, laptops, printers, and common software, assist with password resets, and provide remote assistance when possible.

You will log incidents in ServiceNow, meet SLAs, and strive for first-call resolution, demonstrating strong communication and empathetic customer service in a 24/7 remote environment.