IT Service Desk Specialist

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 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, VPN,   Wi ‑ Fi )   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 and   maintaining   accurate   hardware/software records   Managing the IT equipment lifecycle (receiving, tagging, assigning,   relocating , 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 ensuring   timely   updates during outages/issues   Tracking SLA performance (response/repair times) and   maintaining   vendor documentation   IT   budgeting   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 science   or 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.