WE ARE HIRING: Help Desk Officer
Location: Colombo, Sri Lanka
Employment Type: Full Time
Industry: Information Technology
Role Overview
We are seeking a customer-focused and technically skilled Help Desk Officer to provide Level 1 and Level 2 end-user support within a fast-paced managed services environment. The successful candidate will serve as a primary point of contact for end users, delivering exceptional support experiences while resolving incidents and service requests related to end-user devices, account provisioning, access management, and workplace technology. This role requires excellent communication skills, strong technical troubleshooting capabilities, and a passion for delivering outstanding customer service.
Key Responsibilities
- Act as the primary point of contact for end users via phone, email, chat, and ticketing systems.
- Provide Level 1 and Level 2 support for incidents and service requests related to laptops, desktops, user accounts, passwords, access issues, and workplace technologies.
- Deliver a professional, friendly, and customer-focused support experience while maintaining high levels of user satisfaction.
- Communicate technical information clearly to users with varying levels of technical knowledge.
- Take ownership of support tickets from initial contact through to successful resolution.
- Accurately triage, categorize, prioritize, and resolve incidents and requests.
- Diagnose and troubleshoot technical issues using established knowledge bases and support procedures.
- Escalate unresolved issues to appropriate application owners, infrastructure teams, or resolver groups with clear documentation.
- Maintain ownership of escalated tickets and ensure users remain informed until resolution.
- Maintain accurate ticket records and documentation within ITSM platforms.
- Create, update, and improve knowledge base articles to support first-contact resolution initiatives.
- Identify recurring issues and proactively recommend permanent solutions and service improvements.
- Collaborate closely with application owners, infrastructure teams, vendors, and technical stakeholders.
- Support adherence to information security policies and ISO 27001 requirements.
- Assist with continuous improvement initiatives that enhance service quality and operational efficiency.
- Ensure compliance with organizational policies, procedures, and service management standards.
Technical Responsibilities
- Support and troubleshoot Windows 10 and Windows 11 environments.
- Diagnose and resolve workstation, laptop, peripheral, docking station, and monitor issues.
- Manage Active Directory and Microsoft Entra ID user accounts, groups, authentication, and MFA requirements.
- Support Microsoft 365 applications including Outlook, Teams, SharePoint, OneDrive, and Exchange Online.
- Support application deployment and endpoint management through SCCM and Microsoft Intune.
- Troubleshoot telephony, VoIP, softphone, Microsoft Teams Phone, and related communication platforms.
- Support mobile devices including iOS and Android platforms and MDM solutions.
- Maintain printer, scanning, print management, and scan-to-email functionality.
- Troubleshoot network connectivity issues including Wi-Fi, LAN, VPN, and remote access connections.
- Support endpoint security tools, antivirus solutions, software patching, and operating system updates.
- Provide support for collaboration technologies including video conferencing systems and meeting room solutions.
- Utilize remote support tools and ITSM platforms to manage and resolve incidents efficiently.
Candidate Profile
- Tertiary qualification, Diploma, or relevant IT certifications will be an advantage.
- Minimum 2–4 years of experience in an IT Service Desk, Help Desk, or End User Support environment.
- Experience supporting end-user devices and workplace technologies.
- Strong exposure to account provisioning, password resets, and user access management.
- Experience managing Level 1 and Level 2 incidents and service requests.
- Strong understanding of ticket management, prioritization, escalation, and queue management.
- Experience with ITSM platforms such as Autotask or similar ticketing systems.
- Exposure to ITIL-based service management practices.
- Experience within a Managed Services Provider (MSP) or Systems Integrator environment will be highly advantageous.
- ITIL v4 Foundation certification will be an added advantage.
- Excellent verbal and written communication skills in English.
- Strong customer service mindset and commitment to delivering exceptional end-user experiences.
- Excellent problem-solving, troubleshooting, and analytical skills.
- Strong attention to detail and documentation accuracy.
- Ability to work independently and collaboratively within a team environment.
- Willingness to work rostered shifts to support global customer operations across multiple time zones.
- Passion for technology and continuous professional development.
Ready to take your career to new heights?
We're InTalent Asia, your go-to recruitment partner in Sri Lanka, and we've got an exciting opportunity for you!
Our client is looking for a skilled individual to fill the role of Help Desk Officer.
Apply now and see how you can be the perfect fit for this exclusive position!
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