IT Service Desk Specialist

About the role

We are looking for an IT Service Desk Specialist to join the technology team of A.F. Ferguson & Co. Chartered Accountants in Karachi. The role supports the firm’s internal users by delivering prompt, high‑quality technical assistance and ensuring that IT services run smoothly.

Key responsibilities

• Provide first‑line support for hardware, software, operating system and network issues.
• Manage user accounts, groups and permissions in Active Directory.
• Log, prioritize and resolve tickets using ServiceNow while adhering to SLA targets.
• Perform remote assistance with RDP, Quick Assist and other tools.
• Support email and account issues, including password resets and mailbox access.
• Maintain inventory, asset tracking and ITAM/CMDB records.
• Coordinate device imaging, driver deployment and endpoint protection.
• Handle printer, scanner and general office device troubleshooting.
• Coordinate warranty, RMA and vendor repair processes, tracking performance against SLAs.
• Assist with periodic audits, equipment lifecycle management and IT budgeting activities.

Required profile

• Strong customer‑service orientation with professional communication skills.
• Ability to work under pressure, prioritize tickets and meet SLA commitments.
• Detail‑oriented, organized and capable of maintaining accurate documentation.
• Proactive attitude, willing to ask questions and continuously improve processes.

Required skills

• Windows operating system
• Microsoft 365 (Outlook, Teams, SharePoint)
• Active Directory
• ServiceNow ticketing system
• Network fundamentals (DNS, DHCP, TCP/IP, VPN, Wi‑Fi)
• Remote Desktop Protocol (RDP) and Quick Assist
• Endpoint protection and basic antivirus tools

What we offer

• Opportunity to work in a leading accounting and professional services firm.
• Exposure to a wide range of business applications and technologies.
• Professional development and growth within the PwC network.