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it service desk analyst

Menzies Aviation

<div>
 
 Overview
 
 
 
 People. Passion. Pride. This is what has driven our teams since 1833.
 
 
 Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at 350 locations in more than 65 countries, across six continents.
 
 
 But at the heart of our business is our people.
 
 
 
 Role Purpose
 
 
 
 As a Global IT Service Desk, we pride ourselves on offering a high quality, friendly, knowledgeable and professional service. Our Mission is to continually develop our service to meet and exceed customer expectations and contribute to the success of Menzies Aviation. We do this through the provision of timely, consistently high quality and professional IT support at every customer contact. You'll see that there's no other sector like aviation to work in!
 
 
 As a Service Desk Analyst, you'll enjoy plenty of variety and will have our full support and training, for the whole of your career journey with us.
 
 
 If you are enthusiastic individual, with excellent customer service skills, and looking to be a part of our exciting and dynamic team, we offer a range of benefits and will support your progression and development as you start your career journey with us.
 
 
 
 What You Will Be Doing
 
 
 
 <ul>
 <li>
 Responsible for ensuring Incident and Requests are logged, tracked, resolved and measured within the given SLAs, whilst ensuring adherence to ITIL processes
 </li>
 <li>
 Management of individual work queues
 </li>
 <li>
 Ensuring all tickets are logged and tracked in the service management platform, Service Now
 </li>
 <li>
 Ensuring the correct priority is given to Incidents.
 </li>
 <li>
 Ensuring all P1 Incidents follow Incident Management process.
 </li>
 <li>
 Ensuring the CMDB is updated with all adds moves and changes.
 
 
 
 </li>
 </ul>
 Would you like to see more detail on the accountabilities of the role? Please see the attached job description for further information.
 
 
 
 Safety, Security, Wellbeing and Compliance:
 
 
 
 You will have a responsibility and duty whilst at work to take reasonable care of the health, safety and wellbeing of yourself and others in accordance with provided information, training, and workplace health and safety rules or procedures. The company is committed to providing a safe working environment for all staff members. In all areas of our business there is a potential risk to the health, safety and welfare to everyone on our sites through the misuse of alcohol and drugs. As such the Company prohibits such misuse and carries out regular testing to enforce our Substance Misuse Policy.
 
 
 Please see the attached job description for further details on safety, security, wellbeing &amp; compliance.
 
 
 
 What We Are Looking For
 
 
 
 <ul>
 <li>
 Demonstrable experience in a Service Desk environment
 </li>
 <li>
 Excellent customer service skills
 </li>
 <li>
 Excellent written and verbal communication skills
 </li>
 <li>
 Can work under pressure
 </li>
 <li>
 ITIL Foundation certified
 
 
 
 </li>
 </ul>
 
 Diversity
 
 
 
 Menzies Aviation are a committed equal opportunity employer and encourage applications for suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity. We strive to create an inclusive working environment, where the different knowledge, perspectives, experiences, and approaches of our global workforce are represented. Where everyone feels valued and can reach their full potential.
 
 
 Please be aware that as part of our recruitment process, we may look to use a variety of resourcing tools to help us understand your skills and experience in relation to the role. Please feel free to contact to recruiter below, if there are any reasonable adjustments to our process that you would like us to consider.
 
 
 As part of our recruitment process, we will always consider how candidates fit with our values which you can learn more about here.
 
 
 
 Application Instructions
 
 
 
 Is this role ticking all the boxes for you? If so, please click apply now!
</div>

IT Service Desk Analyst

<div>Overview

People. Passion. Pride. This is what has driven our teams since 1833.

Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at 350 locations in more than 65 countries, across six continents.

But at the heart of our business is our people. 


Role Purpose

As a Global IT Service Desk, we pride ourselves on offering a high quality, friendly, knowledgeable and professional service. Our Mission is to continually develop our service to meet and exceed customer expectations and contribute to the success of Menzies Aviation. We do this through the provision of timely, consistently high quality and professional IT support at every customer contact. You'll see that there's no other sector like aviation to work in!

As a Service Desk Analyst, you'll enjoy plenty of variety and will have our full support and training, for the whole of your career journey with us.

If you are enthusiastic individual, with excellent customer service skills, and looking to be a part of our exciting and dynamic team, we offer a range of benefits and will support your progression and development as you start your career journey with us. 


What you will be doing
<ul>
<li>Responsible for ensuring Incident and Requests are logged, tracked, resolved and measured within the given SLAs, whilst ensuring adherence to ITIL processes</li>
<li>Management of individual work queues</li>
<li>Ensuring all tickets are logged and tracked in the service management platform, Service Now</li>
<li>Ensuring the correct priority is given to Incidents.</li>
<li>Ensuring all P1 Incidents follow Incident Management process.</li>
<li>Ensuring the CMDB is updated with all adds moves and changes.</li>
</ul>
Would you like to see more detail on the accountabilities of the role? Please see the attached job description for further information. 


Safety, Security, Wellbeing and Compliance:

You will have a responsibility and duty whilst at work to take reasonable care of the health, safety and wellbeing of yourself and others in accordance with provided information, training, and workplace health and safety rules or procedures. The company is committed to providing a safe working environment for all staff members. In all areas of our business there is a potential risk to the health, safety and welfare to everyone on our sites through the misuse of alcohol and drugs. As such the Company prohibits such misuse and carries out regular testing to enforce our Substance Misuse Policy.

Please see the attached job description for further details on safety, security, wellbeing &amp; compliance. 


What we are looking for
<ul>
<li>Demonstrable experience in a Service Desk environment</li>
<li>Excellent customer service skills</li>
<li>Excellent written and verbal communication skills</li>
<li>Can work under pressure</li>
<li>ITIL Foundation certified</li></ul> 


Diversity

Menzies Aviation are a committed equal opportunity employer and encourage applications for suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity. We strive to create an inclusive working environment, where the different knowledge, perspectives, experiences, and approaches of our global workforce are represented. Where everyone feels valued and can reach their full potential.

Please be aware that as part of our recruitment process, we may look to use a variety of resourcing tools to help us understand your skills and experience in relation to the role. Please feel free to contact to recruiter below, if there are any reasonable adjustments to our process that you would like us to consider. 

As part of our recruitment process, we will always consider how candidates fit with our values which you can learn more about here.

Application Instructions

Is this role ticking all the boxes for you? If so, please click apply now!</div>

Inbox Business Technologies

<div>Inbox Business Technologies, a leading Information Technology and Services company, is hiring a Technical Support Officer to join their team. The Technical Support Officer will be responsible for providing technical assistance and support to clients, ensuring prompt resolution of technical issues.<h3 class="jobSectionHeader">
Responsibilities</h3><ul>
<li>Serve as the first point of contact for all IT-related incidents and service requests within the OSS environment.</li>
<li>Monitor and manage tickets through the incident management system (e.g., ServiceNow, Remedy, etc.).</li>
<li>Perform real-time monitoring of OSS tools and applications to identify and address system issues proactively.</li>
<li>Escalate unresolved issues to Level-2/Level-3 teams as per defined SLA and escalation matrix.</li>
<li>Maintain accurate and up-to-date documentation of incidents, troubleshooting steps, and resolutions.
</li><li>Coordinate with NOC, Field Operations, Network, and Application Support teams for issue resolution.</li>
<li>Conduct routine preventative maintenance to ensure optimal performance and longevity of hardware.
</li></ul>Requirements<ul>
<li>
Bachelor's degree in BCS, BS IT, BSC</li>
<li>1-2 years of experience in an IT service desk or hardware support role</li>
<li>Strong understanding of ITIL processes (Incident, Problem, and Change Management).</li>
<li>Hands-on experience with ticketing tools and remote troubleshooting.</li>
<li>Familiarity with OSS/BSS systems used in telecom environments.
</li><li>Strong organizational and coordination skills.</li>
<li>Excellent verbal and written communication.</li></ul></div>

Technical Support Officer - OSS

<div>
 Inbox Business Technologies, a leading Information Technology and Services company, is hiring a Technical Support Officer to join their team. The Technical Support Officer will be responsible for providing technical assistance and support to clients, ensuring prompt resolution of technical issues.
 
 
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Serve as the first point of contact for all IT-related incidents and service requests within the OSS environment
 </li>
 <li>
 Monitor and manage tickets through the incident management system (e.g., ServiceNow, Remedy, etc.)
 </li>
 <li>
 Perform real-time monitoring of OSS tools and applications to identify and address system issues proactively
 </li>
 <li>
 Escalate unresolved issues to Level-2/Level-3 teams as per defined SLA and escalation matrix
 </li>
 <li>
 Maintain accurate and up-to-date documentation of incidents, troubleshooting steps, and resolutions.
 </li>
 <li>
 Coordinate with NOC, Field Operations, Network, and Application Support teams for issue resolution
 </li>
 <li>
 Conduct routine preventative maintenance to ensure optimal performance and longevity of hardware.
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 <ul>
 <li>
 Bachelor's degree in BCS, BS IT, BSC
 </li>
 <li>
 1-2 years of experience in an IT service desk or hardware support role
 </li>
 <li>
 Strong understanding of ITIL processes (Incident, Problem, and Change Management)
 </li>
 <li>
 Hands-on experience with ticketing tools and remote troubleshooting
 </li>
 <li>
 Familiarity with OSS/BSS systems used in telecom environments.
 </li>
 <li>
 Strong organizational and coordination skills
 </li>
 <li>
 Excellent verbal and written communication
 </li>
 </ul>
</div>

Aims Contact Technologies Pvt Ltd

Position Summary: The IT Assistant provides basic technical support to ensure the smooth functioning of IT systems and infrastructure. They assist with troubleshooting, hardware and software installations, and routine maintenance. Due to operational constraints, IT changes cannot be made during active shifts; therefore, the role may require staying back after the shift or arriving early to perform necessary updates or fixes.Key Responsibilities: =&gt; Assist in the installation, configuration, and maintenance of computer hardware and software. =&gt; Provide basic troubleshooting for desktop, printer, and network issues. =&gt; Respond to help desk requests and escalate issues to higher-level IT staff if necessary. =&gt; Perform regular system updates and antivirus checks. =&gt; Support staff with IT-related questions and tasks. =&gt; Maintain inventory records for hardware and software assets. =&gt; Ensure that all IT-related documentation is kept up to date. =&gt; Coordinate and schedule IT changes outside of regular shifts to avoid disruption.Qualifications: =&gt; Diploma or associate degree in IT or related field. =&gt; Basic knowledge of hardware, software, and networking principles. =&gt; Strong communication skills and a customer service-oriented attitude. =&gt; Willingness to adapt working hours to meet the needs of the organization.Job Type: Full-timePay: From Rs40,000.00 per monthWork Location: In person

IT Assistant

Creative Networks

Role OverviewCreative Networks is seeking a highly organised and commercially aware Project Manager to oversee and deliver internal and client-facing IT, telecoms, and infrastructure projects.Alongside project delivery, you will take responsibility for procurement coordination, ensuring all equipment, licenses, and services are sourced, negotiated, ordered, and delivered correctly and on time.You will not be responsible for making payments &mdash; instead, you will act as the central link between Sales, Engineering, Operations, Finance, and Suppliers to ensure that all project procurement is accurate, cost-effective, and aligned with timelines.This role replaces our previous dedicated procurement officer and incorporates procurement into a structured project management function.---Key ResponsibilitiesProject Management (60%)Deliver multiple IT, telecoms, and infrastructure projects simultaneously.Create and manage project plans, timelines, milestones, and outcomes.Work with engineers to define scope, capacity, and technical requirements.Coordinate internal teams (Service Desk, Infrastructure, Telecoms, Web).Communicate project progress, risks, and issues to clients and internal stakeholders.Ensure projects are delivered on time, within budget, and to Creative Networks standards.Maintain accurate project documentation in Deskpro, SharePoint, and project tools.Manage customer expectations and provide a positive project experience throughout.---Procurement &amp; Vendor Coordination (40%)Source suppliers, products, licences, and services required for projects and internal use.Obtain competitive pricing and negotiate favourable terms.Evaluate supplier proposals against technical and commercial requirements.Prepare purchase requests and liaise with Finance for final approval.Ensure all procurement aligns with approved project budgets and scopes.Track orders, delivery dates, backorders, returns, RMA requests, and escalations.Work with engineers to ensure compatibility of kit, software, licences, and subscriptions.Maintain a centralised procurement tracker with full visibility of live orders.Build and maintain strong working relationships with suppliers (Giacom, Gamma, 3CX, HP, Dell, Microsoft, Fortinet, Ubiquiti, etc.).Standardise procurement processes and improve cost efficiency across the business.---Key Outcomes / KPIsProjects delivered on-time and within scope.Procurement cycle time (quote &rarr; delivery) within SLA.Cost savings through effective negotiation and supplier consolidation.Zero procurement-related project delays.Accurate procurement documentation &amp; alignment with project requirements.Supplier performance maintained (delivery accuracy, lead times, responsiveness).Internal satisfaction (Sales, Finance, Engineering, Operations).---Skills &amp; Experience RequiredEssentialProven experience in project management within an MSP, IT, telecoms, or technology environment.Strong commercial skills including negotiation, supplier management, and cost evaluation.Ability to read and understand technical requirements and specifications.Excellent organisation skills; able to manage multiple live projects concurrently.Strong communication skills &mdash; written, verbal, and customer-facing.Experience coordinating multi-team delivery (Service Desk, Infra, Telecoms).Ability to challenge suppliers, escalate, and drive outcomes.Proficiency in Microsoft 365, SharePoint, Excel, and project management tools.DesirablePRINCE2, Agile, or similar certification.Experience with MSP procurement or provisioning roles.Knowledge of licensing models (Microsoft 365, Azure, security tools).Understanding of telecoms provisioning (SIP, VoIP, broadband, 3CX, Gamma, Vodafone).Familiarity with RMM, PSA, and IT operational systems (Datto, Zabbix, Deskpro, etc.).---Personal AttributesHighly organised with strong attention to detail.Commercially sharp and confident in negotiations.Calm under pressure and able to prioritise effectively.Proactive problem solver who takes ownership.Strong stakeholder-management skills.Able to work independently with minimal supervision.---Tools &amp; Platforms You Will UseMicrosoft 365, SharePoint &amp; TeamsDeskpro (Projects &amp; Change)Supplier portals (Giacom, Exclaimer, Datto, Gamma, etc.)Microsoft Project / PlannerCRM (HubSpot/Salesforce if applicable)Zabbix / RMM tools (for specs and deployment alignment)---Why Join Creative NetworksFast-growing MSP with huge progression opportunities.Exposure to a wide range of technologies and multi-vendor environments.Supportive leadership team and structured growth plans.Mix of project management, commercial responsibility, and supplier interaction.Opportunity to shape and improve procurement processes group-wide.Job Type: Full-timePay: Rs120,000.00 - Rs200,000.00 per monthExperience:<ul><li>Tech Procurement : 3 years (Required)</li></ul>Location:<ul><li>Islamabad G-9/Markaz (Preferred)</li></ul>Work Location: In person

Project Manager (with Procurement Responsibility)

Datamatics Global Services Ltd

<div><h1 class="jobSectionHeader">Job Description &ndash; CRM Business Analyst</h1> 
Location: Pakistan (Remote) 
Job Type: Full-Time 
Experience: 6+ Years of Experience.<h2 class="jobSectionHeader"> 
Role Title: CRM Business Analyst</h2><h2 class="jobSectionHeader">
Role Purpose:</h2>
The CRM Business Analyst will serve as the key liaison between Business Units and IT, responsible for analyzing, articulating, and documenting all CRM-related business requirements. The role involves understanding current processes, proposing improvements, and ensuring optimal utilization of CRM systems in collaboration with IT, Enterprise Architecture (EA), and relevant stakeholders.
The CRM BA will support digital transformation initiatives by converting business needs into clear, structured requirements such as Business Requirement Documents (BRD), User Stories, Process Flows, and Wireframes.<h2 class="jobSectionHeader"> 
Key Responsibilities:</h2><h3 class="jobSectionHeader">
Core Responsibilities:</h3><ul><li>
Analyze submitted business requirements and develop an initial understanding of needs, identifying clarifications and preparing queries.</li><li>
Coordinate requirement-gathering sessions with IT Project Managers and business stakeholders to understand current and proposed CRM processes.</li><li>
Conduct detailed elicitation sessions with relevant stakeholders to capture all necessary information for CRM enhancements or change requests.</li><li>
Evaluate existing business processes, identify gaps, and propose improved &ldquo;To-Be&rdquo; processes, including workflows and wireframes where applicable.</li><li>
Prepare detailed documentation such as BRD, DOU, and User Stories with acceptance criteria, ensuring internal IT review before circulating to business units.</li><li>
Update requirement documents based on feedback from IT and Business, ensuring complete alignment before final approval.</li><li>
Support the IT Project Manager during System Integration Testing (SIT) and System Acceptance Testing (SAT), and assist business teams during UAT.</li><li>
Perform impact assessments for proposed changes and prepare assessment reports when required.</li><li>
Assist team members on cross-functional projects as directed by the Line Manager.</li><li>
Maintain and update personal task lists on a daily basis, ensuring visibility and progress tracking.</li></ul><h2 class="jobSectionHeader"> 
Qualifications &amp; Experience:</h2><ul><li>
Education: Bachelor&rsquo;s degree in Computer Science, Information Technology, or a related field.</li><li>
Experience: 7&ndash;8 years of proven experience as a Business Analyst, preferably in CRM or IT-focused roles.</li><li>
Certifications (Preferred):<ul><li>
IIBA-CCBA</li><li>
IIBA-CBAP</li><li>
PMI-PBA</li></ul></li><li>
Skills:<ul><li>
Strong analytical and problem-solving skills</li><li>
Excellent documentation and requirement-gathering skills</li><li>
Ability to communicate effectively in English (written &amp; spoken)</li></ul></li></ul><h2 class="jobSectionHeader"> 
Preferred Background:</h2><ul><li>
Prior experience working in IT or CRM-driven environments</li><li>
Strong understanding of CRM systems, business workflows, and process re-engineering</li><li>
Ability to work collaboratively across technical and business teams</li></ul>
bWSWtd2ZiZ</div>

Senior Business Analyst - CRM

Explore 421+ It service desk analyst in Islamabad this December. Find roles across top companies and apply now to boost your career.

421 it service desk analyst jobs IN Islamabad

IT Service Desk Analyst

IT Service Desk Analyst

Technical Support Officer - OSS

Technical Support Officer - OSS

IT Assistant

Project Manager (with Procurement Responsibility)

Senior Business Analyst - CRM