Help Desk Officer

WE ARE HIRING: Help Desk Officer Location: Colombo, Sri Lanka Employment Type: Full Time Industry: Information Technology Role Overview We are seeking a customer-focused and technically skilled Help Desk Officer to provide Level 1 and Level 2 end-user support within a fast-paced managed services environment. The successful candidate will serve as a primary point of contact for end users, delivering exceptional support experiences while resolving incidents and service requests related to end-user devices, account provisioning, access management, and workplace technology. This role requires excellent communication skills, strong technical troubleshooting capabilities, and a passion for delivering outstanding customer service. Key Responsibilities Act as the primary point of contact for end users via phone, email, chat, and ticketing systems. Provide Level 1 and Level 2 support for incidents and service requests related to laptops, desktops, user accounts, passwords, access issues, and workplace technologies. Deliver a professional, friendly, and customer-focused support experience while maintaining high levels of user satisfaction. Communicate technical information clearly to users with varying levels of technical knowledge. Take ownership of support tickets from initial contact through to successful resolution. Accurately triage, categorize, prioritize, and resolve incidents and requests. Diagnose and troubleshoot technical issues using established knowledge bases and support procedures. Escalate unresolved issues to appropriate application owners, infrastructure teams, or resolver groups with clear documentation. Maintain ownership of escalated tickets and ensure users remain informed until resolution. Maintain accurate ticket records and documentation within ITSM platforms. Create, update, and improve knowledge base articles to support first-contact resolution initiatives. Identify recurring issues and proactively recommend permanent solutions and service improvements. Collaborate closely with application owners, infrastructure teams, vendors, and technical stakeholders. Support adherence to information security policies and ISO 27001 requirements. Assist with continuous improvement initiatives that enhance service quality and operational efficiency. Ensure compliance with organizational policies, procedures, and service management standards. Technical Responsibilities Support and troubleshoot Windows 10 and Windows 11 environments. Diagnose and resolve workstation, laptop, peripheral, docking station, and monitor issues. Manage Active Directory and Microsoft Entra ID user accounts, groups, authentication, and MFA requirements. Support Microsoft 365 applications including Outlook, Teams, SharePoint, OneDrive, and Exchange Online. Support application deployment and endpoint management through SCCM and Microsoft Intune. Troubleshoot telephony, VoIP, softphone, Microsoft Teams Phone, and related communication platforms. Support mobile devices including iOS and Android platforms and MDM solutions. Maintain printer, scanning, print management, and scan-to-email functionality. Troubleshoot network connectivity issues including Wi-Fi, LAN, VPN, and remote access connections. Support endpoint security tools, antivirus solutions, software patching, and operating system updates. Provide support for collaboration technologies including video conferencing systems and meeting room solutions. Utilize remote support tools and ITSM platforms to manage and resolve incidents efficiently. Candidate Profile Tertiary qualification, Diploma, or relevant IT certifications will be an advantage. Minimum 2–4 years of experience in an IT Service Desk, Help Desk, or End User Support environment. Experience supporting end-user devices and workplace technologies. Strong exposure to account provisioning, password resets, and user access management. Experience managing Level 1 and Level 2 incidents and service requests. Strong understanding of ticket management, prioritization, escalation, and queue management. Experience with ITSM platforms such as Autotask or similar ticketing systems. Exposure to ITIL-based service management practices. Experience within a Managed Services Provider (MSP) or Systems Integrator environment will be highly advantageous. ITIL v4 Foundation certification will be an added advantage. Excellent verbal and written communication skills in English. Strong customer service mindset and commitment to delivering exceptional end-user experiences. Excellent problem-solving, troubleshooting, and analytical skills. Strong attention to detail and documentation accuracy. Ability to work independently and collaboratively within a team environment. Willingness to work rostered shifts to support global customer operations across multiple time zones. Passion for technology and continuous professional development. Ready to take your career to new heights? We're InTalent Asia, your go-to recruitment partner in Sri Lanka, and we've got an exciting opportunity for you! Our client is looking for a skilled individual to fill the role of Help Desk Officer . Apply now and see how you can be the perfect fit for this exclusive position! #InTalentAsia #CareerOpportunity #JobVacancy #HelpDeskEngineer #ITSupport #ServiceDesk #TechnicalSupport #Microsoft365 #WindowsSupport #ITOperations #ManagedServices #CareerGrowth