Job Openings Help Desk Officer

About the job Help Desk Officer

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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