Service Desk Analyst L1

Service Desk Analyst (L1)

Location: Colombo, Western Province, Sri Lanka

Role Overview

As a Service Desk Analyst, you will be the face of IT, providing high-quality technical support at our Tech Bar. You will manage the end-to-end user experience, from hardware troubleshooting to VIP event support, ensuring our team stays connected and productive.

Key Responsibilities

• Front-Line Support: Act as the primary point of contact for technical assistance at the Tech Bar.

• Technical Troubleshooting: Diagnose and resolve hardware, software, and OS issues across Windows, macOS, and mobile devices.

• Incident Management: Log and manage service requests via our ITSM system, escalating complex cases to 2nd Line Support when necessary.

• Infrastructure & AV: Conduct daily meeting room checks, manage AV technology, and provide dedicated support for VIP meetings and corporate events.

• User Lifecycle (JML): Manage the creation and decommissioning of user accounts.

• Knowledge Sharing: Develop knowledge base articles, update induction materials, and lead bi-weekly IT inductions for new hires.

• Stakeholder Management: Maintain high customer service standards while collaborating with internal teams and external vendors.

Qualifications & Skills

• Experience: Proven track record in a customer-facing IT support environment.

• Technical Proficiency: Strong command of Windows and macOS; SQL experience is required.

• Troubleshooting: Solid understanding of software applications, networking principles, and IT infrastructure.

• Soft Skills: Exceptional communication, problem-solving, and organizational skills with a keen eye for detail.

• Certifications: Relevant credentials (e.g., CompTIA A+, ITIL) are highly desirable.

Desirable Attributes

• Experience within the Insurance industry.

• Familiarity with automation technologies.

  More Details
  Company Name : Virtusa