Senior ICT Support Lead — IT Services & Security

Pakistan Single Window (PSW); Islamabad; On-site; PKR 1,200,000 - 2,400,000; Full time

Job summary

The National Agri-Trade and Food Safety Authority (NAFSA) is building its foundational ICT team with recruitment led by Pakistan Single Window (PSW). This role focuses on day-to-day ICT support, user assistance, and access controls across multiple systems including HR, finance, and inspection platforms.

We are seeking candidates with 4+ years in ICT support, strong documentation habits, and solid networking/system administration knowledge to ensure secure, efficient end-user computing and asset

Qualifications

• Bachelor's degree in Computer Science/IT/Software Engineering or related discipline.
• Minimum 4 years of ICT support experience.
• Knowledge of basic networking, system administration, and helpdesk practices.

Responsibilities

• Lead day-to-day ICT support services including user helpdesk management, system access provisioning/de-provisioning, troubleshooting of office productivity tools, email systems, and end-user computing issues.
• Ensure timely resolution of service tickets through structured logging, prioritization, escalation, and closure tracking in line with defined service standards.
• Manage user access controls for organizational systems (HR, finance, inspection systems, data platforms, etc.) ensuring approval workflows, documentation, and periodic access reviews are maintained.
• Support configuration, deployment, and maintenance of end-user devices (desktops, laptops, printers, peripheral equipment) ensuring standardized configurations and security compliance.
• Coordinate IT asset inventory management including device tagging, allocation tracking, licensing compliance, and reconciliation with Asset & Estate Management records.
• Liaise with external service providers for network support, hardware servicing, software troubleshooting, and system maintenance; monitor SLA compliance and maintain vendor performance records.
• Support implementation of information security practices including password controls, endpoint security compliance, user awareness guidance, and coordination of backup processes as per policy.
• Assist in rollout, user onboarding, and first-line support of digital systems deployed across HR, finance, inspections, reporting, and administrative functions.
• Maintain documentation including system access logs, configuration records, incident reports, and IT support documentation to ensure audit readiness.
• Prepare periodic ICT support reports covering ticket trends, resolution timelines, asset status, and recurring issue analysis for management review.
• Perform any other duties assigned by the Director HR & Admin consistent with NAFSA's mandate

Skills

ICT support

Helpdesk

System administration

Networking basics

Documentation

Education

Bachelor's degree

Tools

Office productivity tools

Email systems

ITSM tools

Access provisioning systems

Job description

The National Agri-Trade and Food Safety Authority (NAFSA) is building its foundational ICT team with recruitment led by Pakistan Single Window (PSW). This role focuses on day-to-day ICT support, user assistance, and access controls across multiple systems including HR, finance, and inspection platforms.

We are seeking candidates with 4+ years in ICT support, strong documentation habits, and solid networking/system administration knowledge to ensure secure, efficient end-user computing and asset