Help Desk Analyst (IGT1)

Must have

• Minimum 3+ years of experience in an IT Help Desk, Service Desk, Desktop Support, or End User Support role, with experience providing remote technical support to users on a global scale.
• Proven experience providing L1 and L2 technical support within an enterprise environment, including effective troubleshooting, ticket triage, resolution, and escalation.
• Strong knowledge and hands-on experience with ServiceNow, including Incident Management, Request Management, Problem Management, and Knowledge Management.
• Strong knowledge of the ITIL framework, the IT support lifecycle, associated service management methodologies, and their practical application within a Service Desk environment.
• Ability to take end-to-end ownership of support tickets, including initial triage, troubleshooting, user communication, follow-up, resolution, documentation, and appropriate escalation.
• Strong understanding of working within SLAs, operational targets, escalation procedures, and service quality standards.
• Excellent problem-solving, analytical, and troubleshooting skills, with the ability to prioritize multiple requests based on impact, urgency, and business requirements.
• Excellent verbal and written communication skills, with the ability to explain technical issues and solutions in clear, non-technical language to end users with varying levels of technical knowledge.
• Strong customer service and end user experience mindset, demonstrating empathy, professionalism, ownership, responsiveness, and a commitment to delivering consistently high-quality support.
• Ability to work effectively with L3 Engineering teams, infrastructure teams, application support teams, and third-party vendors when escalating or coordinating complex technical issues.
• Experience supporting Microsoft Exchange administration, including mailboxes, distribution lists, security groups, permissions, and other messaging-related requests.
• Experience supporting Microsoft Teams administration, including teams and channels, external/B2B collaboration, permissions, and Teams Phone-related requests.
• Experience supporting SharePoint administration, including sites, document libraries, permissions, and user access-related requests.
• Working knowledge of Microsoft Entra ID (Azure AD), including user accounts, groups, password resets, account unlocks, Multi-Factor Authentication (MFA), authentication issues, and access management.
• Must be willing and able to work within a 24x5 shift based operation, including rostered shifts required to support Sitecore end users across multiple global regions and time zones.

Nice to have

• Sound knowledge and/or hands-on administrative experience with Microsoft 365 technologies, including Exchange, SharePoint, Microsoft Teams, AzureAD and Microsoft Intune would be an added advantage.
• Relevant industry certifications such as ITIL Foundation, Microsoft 365 certifications, Microsoft Endpoint Administrator, Microsoft Azure Administrator, CompTIA A+, or equivalent certifications would be an added advantage.

Technologies

• Android
• Authentication
• Azure
• Microsoft Entra ID
• Intune
• iOS
• ITIL
• macOS
• Microsoft 365
• OneDrive
• Outlook
• ServiceNow
• SharePoint
• Spark
• Windows

Highlights

The role requires working in a 24x5 rotating shift to support users across global time zones. Hybrid work options are available, supporting both remote and in-person collaboration. Relevant industry certifications such as ITIL Foundation or Microsoft certifications are advantageous. The company is based in Port City Colombo and supports international clients.