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IT Helpdesk & Customer Support Analyst
HCLTech Sri Lankalinkedin.com
Oct 30, 2026, 11:25 AM4h ago
Full-timeColombo District, Western Province · RemoteSupportJunior (1+ yr)
About the role
The IT Helpdesk & Customer Support Analyst is responsible for providing Level 1 IT Service Desk and Remote Desktop Support through phone, email, and chat. The role involves responding to customer inquiries, troubleshooting and resolving hardware, software, remote access, and network issues, and ensuring timely solutions to minimize user downtime. The analyst will maintain accurate records, contribute to support documentation, and collaborate with internal teams to ensure effective service delivery. The ideal candidate should have 1-5 years of relevant experience, strong troubleshooting skills, and excellent communication abilities.
Must have
- 1-5 years of experience in IT Service Desk, Helpdesk, Technical Support, or Desktop Support.
- Strong troubleshooting skills across Windows environments, Microsoft applications, hardware, and networking fundamentals.
- Excellent communication and customer service skills.
- Experience supporting users via phone, email, chat, and remote support tools.
- Ability to work in a fast-paced environment while managing multiple priorities.
Nice to have
- Familiarity with ticketing systems and ITIL-based service management practices is an advantage.
Technologies
- ITIL
- Windows
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