Service Desk Analyst
About the role
The U.S. Embassy in Sri Lanka is hiring a Service Desk Analyst for its Diplomatic Technology Office. The role involves being the first point of contact for technology support, assisting staff with a wide range of IT needs including troubleshooting everyday issues, supporting high-profile meetings, and events. Responsibilities include providing Tier 0/1 IT support, troubleshooting hardware and software, supporting wired and Wi-Fi networks, and delivering customer service. Candidates must have a relevant bachelor's degree, at least 6 months of IT experience, and proficiency in English or Sinhala/Tamil. The position is full-time, with a monthly gross salary of Rs. 202,802.58.
Must have
- Bachelor’s degree in Computer Science, Information Systems/Engineering, Data Science, Information Technology/IT & Management, Network and Information security is required (Candidate must attach copies of relevant educational certificates).
- A minimum of 6 months experience in IT operations or providing Tier 0/1 IT support (Candidate must attach copies of relevant service/work experience certificates).
- English - Good working knowledge in speaking, reading and writing (This will be tested).
- Sinhala or Tamil - Good working knowledge in speaking, reading and writing.
- A good understanding of IT security best practices, smartphones hardware and maintenance, networking, and hardware/software troubleshooting.
- Good understanding of service desk management and escalation principles, emphasizing strong customer support and troubleshooting techniques.
- Basic understanding of endpoint management platforms.
- Knowledge of the differences of three models of cloud computing services and potential applications.
- Good understanding of Transmission Control Protocol/Internet Protocol (TCP/IP) and Wi-Fi networks.
- Ability to troubleshoot and provide Tier 1 support for market-leading laptops, mobile device platforms and their peripherals.
- Ability to provide basic troubleshooting and support of wired and Wi-Fi networks.
- Possess strong problem-solving and communication skills that support working with people of different cultural backgrounds, language, technical knowledge and seniority.
- Proficiency in voice and video conferencing and chat applications.
- Proficiency in typing and navigating a keyboard efficiently.
- Strong competency in office productivity suites such as Microsoft 365, Google Workspace and OpenOffice.
- Ability to research technical topics. Use information to conduct ad hoc customer training and create supporting materials to educate mission users on technical issues.
- Ability to work independently and effectively under pressure, handling planned and unexpected significant projects and tasks.
Technologies
- Data Science
- Google Workspace
- Microsoft 365
- TCP/IP
- Wi-Fi
Highlights
Applicants must submit their documents electronically via the embassy's recruitment website; paper or emailed applications are not accepted. The application deadline is October 30, 2026. Only shortlisted candidates will be contacted. Proof of citizenship and relevant certificates are required for eligibility.
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