Hajvery University :: Career Development Office


Service Desk Analyst - L1 Pakistan Single Window More jobs from this company	Email this job

Job Details

Back to Job Listing

Job Title:		Service Desk Analyst - L1
Category:		Client Services
Total Positions:		4
Job Location:		Karachi
Gender:		No Preference
Age:		22 to 35 years
Minimum Education:		Intermediate/A-Level
Career Level:		Experienced Professional
Minimum Experience:		5 Years
Salary Range:		PKR 0 to 0 per Month
Apply By:		Feb 13, 2023

Job Description:

Major Responsibilities:

• Responsible for handling calls, updating customers regarding queries, leads/tickets handling, call backs where needed and work on different assigned projects.

• Managing incidents through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.

• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams

• Handle feedback campaigns

• Correctly logging incidents and problems, categorizing and prioritizing them in line with team procedures.

• Conducting full and thorough diagnostics with end-users to enable the first point of contact incident and problem resolution.

• Sharing knowledge with team colleagues.

• Prioritize and manage several open issues at one time

Skill Set Required:

• Strong phone and verbal communication skills along with active listening. Customer focus and adaptability to different personality types.

• Ability to work independently and in teams

• Focused and result-oriented

• Must be organized and process-oriented

• Must be a fast learner and a go getter

• Must possess problem solving skills

• Must be a fast learner

• A commitment to excellent customer service.

• Excellent communication skills.

• Able to work comfortably in a fast paced environment with minimal supervision.

• Good English (both written and oral)

• Should be able to work in shifts

• Ability to work under pressure and communicate well.

• Must have indepth knowledge of customs & its processes.

• Must know about terminals, ports, OGAs, etc.

Company Information

Company Name: Pakistan Single Window
Company Description:
Pakistan Single Window (PSW) is an ICT-based system in Pakistan providing a single window for trade. PSW is a facility that allows parties involved in trade and transport to lodge standardized information and documents at a single-entry point to fulfill all import, export, and transit-related regulatory requirements. If information is electronic, then individual data elements need to be submitted only once.

PSW will connect relevant government departments with each other and with economic operators like importers, exporters, customs agents, shipping agents, transporters etc, in Pakistan for efficient management of cross border trade. It will provide the ease and transparency in achieving compliance with relevant regulatory requirements, through an on-line facility, that will intelligently handle the information for each transaction without the need to provide same information more than once or to physically visit such government departments.

Pakistan has committed to implement various provisions of World Trade Organization’s (WTO) Trade Facilitation Agreement that includes implementation of a National Single Window (NSW) system before February, 2022. Pakistan also needs PSW implementation to overhaul management of its external trade for reducing time, cost and complexity involved to improve its position in various global rankings on competitiveness and ease of doing business.
Guiding vision and mission objectives:

VISION: Pakistan will establish a world-class automated hub by 2022, offering services and creating efficiencies, to reduce cross border trade related costs, time and complications for improved trade facilitation and compliance.

MISSION: Improve cross-border trader processing by providing centralized ICT based services, simplified processes, effective and reliable automation, harmonized data exchange and risk-based selectivity in enforcement of government’s regulations.