Service Desk Analyst (L1/L2)

About the role

CloudPSO is expanding its 24/7 Global Service Desk and is looking for Service Desk Analysts (L1/L2) to provide first‑ and second‑level IT support to business users. The role is based onsite in Islamabad and operates on a rotational shift schedule, covering days, evenings, nights, weekends and holidays.

Key responsibilities

• Receive and resolve support requests via phone, email, chat or ticketing system, providing Level 1 and Level 2 assistance.
• Troubleshoot Windows and macOS devices, Microsoft 365 applications (Outlook, Teams, OneDrive, Office) and peripheral hardware such as printers.
• Assist with VPN, Wi‑Fi and general connectivity issues, and deliver remote‑desktop support.
• Perform identity and access tasks including password resets, account unlocks, MFA troubleshooting, and manage Azure AD/Entra ID and Active Directory provisioning.
• Create, categorize and prioritize tickets, maintain detailed notes, adhere to SLAs and escalate complex cases when required.
• Communicate professionally with users, explain technical issues in plain language and ensure a positive customer experience.

Required profile

• Strong technical troubleshooting ability and experience in L1/L2 support.
• Excellent written and spoken English with a customer‑focused attitude.
• Willingness to work assigned rotational shifts, including evenings, nights, weekends and holidays.
• Professionalism, patience and ownership of issues from intake to resolution.

Required skills

• Windows operating system
• macOS
• Microsoft 365 suite (Outlook, Teams, OneDrive, Office)
• VPN and Wi‑Fi connectivity
• Printer and peripheral troubleshooting
• Remote desktop tools
• Active Directory
• Microsoft Entra ID / Azure AD
• Multi‑factor authentication (MFA) handling
• Ticketing systems