IMS Service Desk Analyst L1

Colombo - Sri Lanka

Monthly Salary: Not Disclosed

Posted on: 14 hours ago

Vacancies: 1 Vacancy

Job Summary

Key responsibilities & Accountabilities
Serve as first point of contact for users seeking technical assistance at the Tech Bar.
Diagnose and resolve hardware and software issues on laptops desktops and mobile devices.
Provide support for operating systems applications and network-related problems.
Assist users with setting up and configuring IT equipment.
Log and manage incidents and service requests using the IT service management system.
Escalate complex issues to 2nd Line Support or relevant teams.
Maintain high customer service and ensure timely issue resolution.
Educate users on best practices and provide guidance on IT-related queries.
Run daily checks on meeting rooms ensure AV technologies work and report issues.
Support VIP meetings and company events ensuring AV and meeting rooms are ready.
Keep up-to-date with technology trends and updates.
Work as part of a technology team and manage tasks according to business needs.
Internal and external stakeholder management ensuring timely issue resolution.
Create knowledge articles and processes to support the business.
Run bi-weekly customer inductions and keep induction slides updated.
Creation and decommission of customer accounts (JML).

Required Experience:

Key responsibilities & Accountabilities Serve as first point of contact for users seeking technical assistance at the Tech Bar. Diagnose and resolve hardware and software issues on laptops desktops and mobile devices. Provide support for operating systems applications and network-related problems. A...