IT Service Desk Specialist
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Job Summary
Line of Service
Internal Firm ServicesIndustry/Sector
Not ApplicableSpecialism
IFS - Information Technology (IT)Management Level
Senior AssociateJob Description & Summary
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 isnt 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 VPNWiFi)
- 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 andmaintainingaccuratehardware/software records
- Managing the IT equipment lifecycle (receiving tagging assigningrelocating 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 ensuringtimelyupdates during outages/issues
- Tracking SLA performance (response/repair times) andmaintainingvendor documentation
- ITbudgeting
- 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 scienceor 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.
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 moreDesired Languages (If blank desired languages not specified)
Travel Requirements
Not SpecifiedAvailable for Work Visa Sponsorship
NoGovernment Clearance Required
NoJob Posting End Date
Required Experience:
IC
About Company
At PwC, our purpose is to build trust in society and solve important problems. We’re a network of firms in 155 countries with over 284,000 people who are committed to delivering quality in assurance, advisory and tax services. Find out more and tell us what matters to you by vis ... View more
