itpro.lk

applicants

L1 Service Desk Engineer : Budget: Up to LKR 110,000 monthly (take-home, after all deductions including taxes and EPF), depending on skills and experience.

Associate Manager/Team Lead : (6 – 9+ years’ experience including 2+ as a team lead or associate manager).

Budget: Up to LKR 270,000 monthly (take-home, after all deductions including taxes and EPF), depending on skills and experience.

Responsibilities

Handle incoming calls, tickets, and chat messages from users.
Ensure user queries or issues are captured, validated, and triaged for further processing.
Provide support with technical queries via phone/remote.
Identify, investigate, and diagnose issues.
Follow the Incident Lifecycle as defined by our processes.
Create and maintain KB articles for issues.
Timely ticket logging, prioritizing, escalation to resolver groups, progress updates till resolution.
Resolution of tickets within provided and agreed SLA.
Escalate the incident to the next line of support based on agreed process.
Flexible 24/7 support and rotational shifts.
Adherence to Service Desk policies and procedures.
What We Offer

Hands-on experience in IT support and customer service.
Opportunity to learn about different technologies, troubleshooting techniques, and customer interaction skills.
Exposure to real-world IT environments and challenges.
High visibility, opportunity to interact with multiple groups within the organization, technology.
Ability to work in different IT domain technologies.
Essential Skills

Minimum of 2 years’ experience handling L1 technical service desk.
Bachelor’s degree in IT or related field.
IT systems knowledge (Teams, Outlook, Wi-Fi, O365, Active Directory, Hardware, and software related troubleshooting).
Experience troubleshooting desktops/laptops.
Ability to comprehend end user queries from all geo locations.
Good interpersonal, communication and listening skills.
Strong customer service orientation required.
Outstanding analytical and problem-solving abilities.
Excellent time management and organizational skills.
Ability to remain calm and courteous while interacting with users.
Any ITIL certification.