Service Desk Analyst – Fresh Graduate, 24/7 Shift

About the role

HCLTech Sri Lanka is seeking enthusiastic IT graduates to join our Service Desk team on a 24/7 shift basis. This entry‑level position offers hands‑on experience supporting users across the organization while developing core IT support skills.

Key responsibilities

• Provide Level 1 remote desktop support, troubleshooting hardware, software, and network issues.
• Respond to incidents via phone, email, and chat, adhering to defined Service Level Agreements.
• Document incidents accurately, update work logs, and follow escalation procedures when needed.
• Contribute to knowledge‑base articles and share insights with the team.
• Continuously improve technical expertise through on‑the‑job learning.

Required profile

• Recent IT degree holder with final academic transcripts.
• Strong written and spoken English communication skills.
• Customer‑centric mindset and willingness to work in a 24/7 shift environment.

Required skills

• Proficiency with Windows operating systems.
• Basic understanding of networking concepts and troubleshooting.
• Experience with remote desktop support tools.
• Familiarity with ticketing systems (advantageous).

What we offer

• Hands‑on experience in a global IT services environment.
• Mentorship from experienced technology professionals.
• Opportunities for continuous learning and career growth.