Service Desk Analyst (L1/L2)

Job Location: Islamabad (Onsite)
Work Schedule: Rotational Shifts

Position Overview:

CloudPSO is building a 24/7 Global Service Desk to provide professional IT support to businesses and their employees around the clock.
We are seeking experienced Service Desk Analysts (L1/L2) to join our growing Managed Services team.

The ideal candidate combines strong technical troubleshooting skills with excellent English communication, professionalism, customer service, and ownership of issues from initial contact through resolution or escalation.

This is a customer-facing position supporting business users across multiple technologies and environments. 24/7 operations require candidates to be comfortable working assigned rotational shifts, including evenings, nights, weekends, and holidays.

Shift Requirements:

CloudPSO's Global Service Desk operates:

24 hours a day / 7 days a week / 365 days a year.

Candidates must be willing to work assigned shifts, which may include:

• Day shifts
  
• Evening shifts
  
• Overnight shifts
  
• Weekends
  
• Holidays
  

Schedules will be assigned based on operational requirements.

Key Responsibilities

End-User Support

• Provide Level 1 and Level 2 technical support to end users.
  
• Receive and manage support requests through phone, email, chat, and ticketing systems.
  
• Troubleshoot Windows and macOS devices.
  
• Support Microsoft 365 applications.
  
• Troubleshoot Outlook, Teams, OneDrive, and Office applications.
  
• Assist with VPN, Wi-Fi, and general connectivity problems.
  
• Troubleshoot printers and peripheral devices.
  
• Provide remote desktop support.
  
• Support approved customer business applications.
  
• Assist users with software installation and configuration.
  

Identity & Access

• Perform password resets.
  
• Unlock user accounts.
  
• Troubleshoot MFA issues.
  
• Support Microsoft Entra ID / Azure AD.
  
• Support Active Directory.
  
• Assist with approved user provisioning and deprovisioning.
  
• Support onboarding and offboarding activities.
  
• Process approved access and permission requests.
  

Ticket Management

• Create accurate and detailed support tickets.
  
• Categorize and prioritize incidents correctly.
  
• Troubleshoot issues using established procedures.
  
• Maintain accurate notes throughout the ticket lifecycle.
  
• Follow defined Service Level Agreements (SLAs).
  
• Escalate complex issues to appropriate L2, L3, vendor, or customer resources.
  
• Follow up with users until issues are resolved.
  
• Properly document ticket resolutions.
  
• Maintain ownership of assigned tickets.
  

Customer Service

Every Service Desk Analyst represents CloudPSO directly to our customers.

Candidates must:

• Communicate professionally with customers.
  
• Demonstrate patience and empathy.
  
• Listen carefully to users.
  
• Explain technical issues in easy-to-understand language.
  
• Maintain professionalism during difficult situations.
  
• Provide regular updates.
  
• Take ownership of problems rather than simply transferring tickets.
  

Our operating philosophy is: Own the Ticket. Own the Customer Experience.

Requirements

Technical Skills

Candidates should have experience with several of the following:

Microsoft

• Microsoft 365
  
• Outlook
  
• Microsoft Teams
  
• OneDrive
  
• SharePoint
  
• Microsoft Entra ID / Azure AD
  
• Active Directory
  
• Windows 10/11
  

Endpoint Support

• Laptop troubleshooting
  
• Desktop troubleshooting
  
• Software installation
  
• Device configuration
  
• Printers
  
• Peripheral devices
  
• Remote-support tools
  

Networking

Working knowledge of:

• TCP/IP
  
• DNS
  
• DHCP
  
• Wi-Fi
  
• VPN
  
• LAN/WAN fundamentals
  
• Internet connectivity troubleshooting
  

IT Service Management

Experience with ticketing platforms such as:

• ServiceNow
  
• Freshservice
  
• Jira Service Management
  
• ManageEngine
  
• HaloITSM
  
• Similar ITSM platforms
  

Required Qualifications

• 2+ years of IT Help Desk, Service Desk, Desktop Support, or Technical Support experience.
  
• Strong Windows troubleshooting experience.
  
• Microsoft 365 support experience.
  
• Basic Active Directory and identity-management experience.
  
• Strong understanding of IT troubleshooting methodology.
  
• Experience using ticketing systems.
  
• Experience providing remote technical support.
  
• Ability to accurately document technical issues.
  
• Ability to manage multiple tickets simultaneously.
  
• Strong customer-service mindset.
  
• Ability to work independently while following defined processes.
  

Security Responsibilities:

All Service Desk personnel must follow CloudPSO and customer security policies.

Responsibilities include:

• Protecting customer information
  
• Following MFA requirements
  
• Using only authorized systems and devices
  
• Protecting privileged credentials
  
• Following least-privilege access procedures
  
• Never sharing customer credentials
  
• Following approved remote-access procedures
  
• Reporting suspected security incidents immediately
  
• Completing required security training
  

Customer information must be treated as confidential at all times

Benefits

• Medical insurance
  
• Company gadgets
  
• Paid time off
  
• Stock options (ESOP)
  
• Competitive salary and benefits package.
  
• Opportunities for professional development and growth.
  
• Collaborative and innovative work environment.
  
• Chance to work on cutting-edge cloud projects.
  
• Supportive and inclusive company culture