Help Desk Analyst (L1/L2, 24x5)

About the role

IGT1, an offshore technology and talent solutions company based in Port City, Colombo, is hiring a Help Desk Analyst for its client Sitecore. The analyst provides Level 1 and Level 2 technical support to end users across APAC, EMEA and North America on a 24x5 rotating roster, acting as the first point of contact for IT issues. The role works closely with L3 engineering, infrastructure, application support teams and third-party vendors.

Key responsibilities

• Triage tickets, assess impact and urgency, categorize issues and route them to the right resolution or escalation path
• Diagnose and resolve hardware, software, network, connectivity and cloud service issues
• Support Microsoft 365 services (Exchange, MS Teams, SharePoint, Outlook, OneDrive)
• Assist with Exchange administration (mailboxes, distribution lists, security groups) and SharePoint Online sites, document libraries and permissions
• Support Teams requests (team/channel creation, Teams Phone, external collaboration, B2B settings)
• Use ServiceNow to manage incidents, requests, problems and knowledge, and own tickets from start to finish
• Handle password resets, account unlocks and authentication issues following security procedures
• Communicate technical information clearly to users and escalate complex issues to L3 teams or vendors
• Create and maintain Knowledge Base articles, documentation and operational reports

Required profile

• Minimum 3 years in an IT help desk, service desk, desktop or end user support role, including remote support
• Proven L1/L2 support experience in an enterprise environment
• Ability to take full ownership of tickets and work within SLAs and escalation procedures
• Excellent verbal and written communication and customer service skills
• Willingness to work a 24x5 shift pattern across global time zones

Required skills

• Strong hands-on ServiceNow experience (Incident, Request, Problem and Knowledge Management)
• ITIL framework and service management methodology
• Microsoft 365 administration (Exchange, SharePoint, Teams, AzureAD, Intune) is an added advantage
• Relevant certifications such as ITIL Foundation, Microsoft 365, Endpoint Administrator, Azure Administrator or CompTIA A+ are an added advantage