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
