- PwC
- Karachi, SD
- Full-Time
- 53 days ago
IT Service Desk Specialist.
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IT Service Desk Specialist: our view in 3 lines...
- The Role:This role is for an IT service desk specialist supporting internal users and IT operations within a professional services firm.
- The Person:The person will support Windows and Microsoft 365 users, troubleshoot hardware and network issues, manage ServiceNow tickets, handle Active Directory access, and maintain inventory and vendor records.
- Requirements:The ideal candidate has Bachelors in computer science or any equivalent IT Qualification, 2 years of experience, and preferred CompTIA A+ certification.
About the role
Line of Service
Internal Firm Services
Industry/Sector
Not Applicable
Specialism
IFS - Information Technology (IT)
Management Level
Senior Associate
Job 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 isn’t 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 SkillsÂ
- Windows & Microsoft 365 (Outlook, Teams, SharePoint)Â
- Active Directory (user accounts, groups, access/permissions)Â
- Troubleshooting (hardware, software, OS, and network issues)Â
- Ticketing systems (ServiceNow)Â
- Network fundamentals (DNS, DHCP, TCP/IP, VPN, Wi‑Fi)Â
- Remote support tools (RDP, Quick Assist, etc.)Â
- Endpoint support (drivers, imaging/basic deployment)Â
- Printers/scanners and general office device troubleshootingÂ
- Email/account support (password resets, mailbox access)Â
- Endpoint protection/antivirus basicsÂ
Inventory ManagementÂ
- Asset tracking and maintaining accurate hardware/software recordsÂ
- Managing the IT equipment lifecycle (receiving, tagging, assigning, relocating, retiring)Â
- Coordinating replacements and RMA/warranty processes with vendorsÂ
- Stock control for accessories and spare parts (headsets, cables, adapters, batteries)Â
- Updating inventory/asset data in an ITAM/CMDB system (or approved spreadsheets)Â
- Supporting periodic audits (check-in/check-out, discrepancy resolution)Â
Vendor Correspondence, Negotiation & SLA ManagementÂ
- Communicating with vendors for service requests, repairs, and replacementsÂ
- Negotiating turnaround times, resolution targets, and service credits per SLAÂ
- Managing vendor escalations and ensuring timely updates during outages/issuesÂ
- Tracking SLA performance (response/repair times) and maintaining vendor documentationÂ
- ITÂ budgetingÂ
- Reviewing quotes and coordinating procurement-related approvals (as applicable)Â
- Maintaining professional written correspondence (email/ticket notes) and audit-ready recordsÂ
Customer & Service SkillsÂ
- Strong customer service and professional communicationÂ
- Ticket prioritization and SLA adherenceÂ
- Documentation skills (ticket notes, KB articles, inventory logs)Â
- Clear, user-friendly explanations to non-technical usersÂ
- Escalation and follow-through with internal teamsÂ
Security & Compliance (Helpful)Â
- Security best practices (least privilege, MFA awareness)Â
- Proper handling of user data and access controlsÂ
- Following IT policies/procedures during support and asset managementÂ
Qualification Required: Bachelors in computer science or any equivalent IT QualificationÂ
Minimum Years of Experience: 2 yearsÂ
Certification(s) Preferred:Â CompTIA A+Â Â
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 more}
Desired Languages (If blank, desired languages not specified)
Travel Requirements
Not Specified
Available for Work Visa Sponsorship?
No
Government Clearance Required?
No
Job Posting End Date
