Service Desk Analyst (L1/L2)

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

Benefits offered by this job

Medical insurance

Company gadgets

Paid time off

Stock options

Professional development

Growth opportunities

Cloud projects

Inclusive culture

Job summary

CloudPSO is building a 24/7 Global Service Desk in Islamabad to provide professional IT support to businesses and employees around the clock. We seek experienced Service Desk Analysts (L1/L2) who combine strong technical troubleshooting with excellent English communication and ownership from initial contact through resolution.

Candidates must be comfortable with rotational shifts including evenings, nights, weekends and holidays as part of a 24/7 operation.

Qualifications

• 2+ years of IT Help Desk / Desktop Support experience.
• Strong troubleshooting skills for Windows/macOS environments.
• Experience with identity management (Active Directory) and MFA basics.

Responsibilities

• Provide Level 1 and 2 IT support to end users via phone, email, chat, and ticketing systems.
• Troubleshoot Windows and macOS devices and Microsoft 365 apps.
• Resolve or escalate issues per SLA while documenting details in tickets.

Skills

IT Help Desk

Windows troubleshooting

Active Directory

Remote support

Ticketing systems

Customer service

Tools

ServiceNow

Freshservice

ManageEngine

HaloITSM

Job description

Islamabad, Pakistan | Posted on 08/20/2026

CloudPSO is a Information Technology Outsourcing (ITO) company that assists in the acquisition of qualified staff to address complex digital problems in order to increase efficiency, reduce costs, and maintain compliance.

CloudPSO was founded in 2017 with an aim to provide businesses with a competent and skilled workforce at any given point in time and from any geographic region.

We are a US-based company with headquarters in Dallas (Texas) and a center of excellence in Pakistan. We have over 200 facility seats with an additional Work-From-Home facility. CloudPSO has skillful in-house software development teams with state-of-the-art tools, the latest VOIP technology platform, and secure infrastructure.

Our core values consist of client satisfaction, commitment, quality, and transparency.

We, at CloudPSO, hunt, analyze, recruit, train, and retain top-notch talent for you to help achieve your business goals. Optimizing mission-critical and day-to-day enterprise IT operations, CloudPSO enables businesses to transform, innovate and scale.

Job Description

Job Location: Islamabad (Onsite)

Work Schedule: Rotational Shifts

Position Overview

CloudPSO is building a 24/7 Global Service Desk to provide professional IT support to businesses and their employees around the clock.

We are seeking experienced Service Desk Analysts (L1/L2) to join our growing Managed Services team.

The ideal candidate combines strong technical troubleshooting skills with excellent English communication, professionalism, customer service, and ownership of issues from initial contact through resolution or escalation.

24/7 operations require candidates to be comfortable working assigned rotational shifts, including evenings, nights, weekends, and holidays.

Shift Requirements

CloudPSO's Global Service Desk operates:

24 hours a day / 7 days a week / 365 days a year.

Candidates must be willing to work assigned shifts, which may include:

• Day shifts
  
• Evening shifts
  
• Overnight shifts
  
• Holidays
  

Schedules will be assigned based on operational requirements.

Key Responsibilities

End-User Support

• Provide Level 1 and Level 2 technical support to end users.
  
• Receive and manage support requests through phone, email, chat, and ticketing systems.
  
• Troubleshoot Windows and macOS devices.
  
• Support Microsoft 365 applications.
  
• Troubleshoot Outlook, Teams, OneDrive, and Office applications.
  
• Assist with VPN, Wi-Fi, and general connectivity problems.
  
• Troubleshoot printers and peripheral devices.
  
• Support approved customer business applications.
  
• Assist users with software installation and configuration.
  

Identity & Access

• Perform password resets.
  
• Unlock user accounts.
  
• Troubleshoot MFA issues.
  
• Support Active Directory.
  
• Assist with approved user provisioning and deprovisioning.
  
• Support onboarding and offboarding activities.
  
• Process approved access and permission requests.
  

Ticket Management

• Create accurate and detailed support tickets.
  
• Categorize and prioritize incidents correctly.
  
• Troubleshoot issues using established procedures.
  
• Maintain accurate notes throughout the ticket lifecycle.
  
• Follow defined Service Level Agreements (SLAs).
  
• Escalate complex issues to appropriate L2, L3, vendor, or customer resources.
  
• Follow up with users until issues are resolved.
  
• Properly document ticket resolutions.
  
• Maintain ownership of assigned tickets.
  

Customer Service

Every Service Desk Analyst represents CloudPSO directly to our customers.

• Communicate professionally with customers.
  
• Demonstrate patience and empathy.
  
• Listen carefully to users.
  
• Explain technical issues in easy-to-understand language.
  
• Provide regular updates.
  
• Take ownership of problems rather than simply transferring tickets.
  

Our operating philosophy is: Own the Ticket. Own the Customer Experience.

Requirements

Technical Skills

Candidates should have experience with several of the following:

Microsoft

• Microsoft 365
  
• Outlook
  
• Microsoft Teams
  
• OneDrive
  
• SharePoint
  
• Active Directory
  
• Windows 10/11
  
• Device configuration
  
• Printers
  
• Remote-support tools
  

Networking

Working knowledge of:

• TCP/IP
  
• DNS
  
• DHCP
  
• Wi-Fi
  
• VPN
  
• Internet connectivity troubleshooting
  

IT Service Management

Experience with ticketing platforms such as:

• ServiceNow
  
• Freshservice
  
• ManageEngine
  
• HaloITSM
  
• Similar ITSM platforms
  

Required Qualifications

• 2+ years of IT Help Desk, Service Desk, Desktop Support, or Technical Support experience.
  
• Strong Windows troubleshooting experience.
  
• Basic Active Directory and identity-management experience.
  
• Strong understanding of IT troubleshooting methodology.
  
• Experience using ticketing systems.
  
• Experience providing remote technical support.
  
• Ability to accurately document technical issues.
  
• Ability to manage multiple tickets simultaneously.
  
• Strong customer-service mindset.
  
• Ability to work independently while following defined processes.
  

Security Responsibilities

All Service Desk personnel must follow CloudPSO and customer security policies.

Responsibilities include

• Following MFA requirements
  
• Using only authorized systems and devices
  
• Protecting privileged credentials
  
• Following least-privilege access procedures
  
• Following approved remote-access procedures
  
• Reporting suspected security incidents immediately
  
• Completing required security training
  

Customer information must be treated as confidential at all times

• Medical insurance
  
• Company gadgets
  
• Paid time off
  
• Stock options (ESOP)
  
• Competitive salary and benefits package.
  
• Opportunities for professional development and growth.
  
• Collaborative and innovative work environment.
  
• Chance to work on cutting-edge cloud projects.
  
• Supportive and inclusive company culture