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اسلام آباد, وفاقی دارالحکومت اسلام آباد, پاکستان
Onsite
The XTIUM global team is made up of a group of diverse and talented professionals who are all driven by the same goal: excellence and continuous improvement. We are all about embracing challenges, keeping the lines of communication open and working together. We take ownership of our work, focus on learning and growing and hold ourselves accountable to our colleagues and customers. Together, we strive to push boundaries, make an impact and inspire each other to reach our full potential.
At XTIUM, we don’t just build IT solutions—we build careers. Our culture is designed to empower individuals to achieve their best while making a real impact. You’ll have the opportunity to connect with our leadership team, embrace challenges, and celebrate success in a dynamic, fast-paced environment. If you’re passionate, driven, and eager to grow, XTIUM is where your potential meets opportunity. Our team members are the driving force behind our success, and we’re looking for passionate, resilient individuals eager to grow and make a meaningful impact. If you’re ready to contribute and help shape the future, XTIUM is the place for you.
About the Team:
XTIUM’s 24/7 global Enterprise Service Desk is a collaborative team of IT professionals dedicated to providing exceptional end user technical support. We are striving to be more than just a high performing service desk, but relentlessly seeking to deliver a premium, customer-centric service offering unlike any other, resulting in seamless issue resolution, hospitality focused customer experience, and customers who evangelize the XTIUM brand and offering. We are unapologetically pushing the boundaries on what an Enterprise Service Desk can do to transform the digital transformation experience for end users.
About the Role:
As a Service Desk Technician, you will play a critical role in providing first-line technical support to our client end-users. This includes resolving a wide range of IT issues, such as hardware and software troubleshooting, account management, and password resets, while providing prompt and courteous assistance via phone, email, and chat. You will utilize and contribute to the internal knowledge base to resolve common issues efficiently and escalate complex issues to higher-level support when necessary. Additionally, you will actively participate in team training and development initiatives to enhance your performance, technical skills, and contribute to providing a “white glove” customer experience.
Job Responsibilities:
Provide customer end user technical support via phone, email, chat, and self-service portals
Diagnose and resolve customer issues with desktops, laptops, printers, peripherals, and common software applications
Assist end users with password resets, account unlocks, and access requests
Provide remote assistance when applicable
Troubleshoot network connectivity issues (e.g., internet access, VPN connections)
Document and track incidents and requests utilizing the ServiceNow ITSM ticketing system
Escalate complex issues to higher-level support teams when necessary
Adhere to service level agreements (SLAs) and meet performance targets
Utilize the internal knowledge base to resolve common issues and improve efficiency
Drive customer satisfaction through proactive communication and first call resolution
Provide exceptional customer service by demonstrating empathy, patience, and a positive attitude
Communicate technical information clearly and concisely, ensuring clients understand the resolution or next steps
Job Qualifications:
2+ years of service desk experience in an MSP environment
Excellent verbal and written communication skills
Strong interpersonal skills
Excellent problem-solving and analytical skills
Customer-centric approach with a focus on service excellence
Ability to work effectively under pressure and manage multiple priorities
Continuous improvement mindset
Incident and request management experience
Must be a team player and collaborative.
Experience with Windows OS, Office 365, Azure AD, Active Directory, and Exchange/Office O365. MAC OS knowledge would be a plus, but not a hard requirement.
Familiarity with IT Service Management concepts, practices, and procedures. Strong ITIL knowledge or certification preferred
Technical Certifications: CompTIA, A+, MSCE are a plus
Experience using ServiceNow ticketing system is preferred
Experience using remote assistance tools
Excellent time management skills
A bachelor’s degree or equivalent in Computer Science, Information Systems, or related field
Strong technical background
Be willing to work 1st, 2nd, or 3rd shift in a 24/7 support environment