- Location
- Colombo
- Type
- Full-time
- Closing date
- Today
- Source
- CareersPage
Description
Job Description
- Coordinate the logging, prioritization, assignment, and tracking of incidents and service requests
- Monitor ticket queues and proactively follow up on outstanding requests to support SLA compliance
- Communicate with users by providing timely updates on ticket status and expected resolution timelines
- Coordinate with technical support teams to facilitate the timely resolution of incidents and service requests
- Escalate incidents and service requests through the appropriate channels where required
- Maintain accurate ticket records, documentation, and updates within the IT Service Management system
- Support the preparation of service desk reports and operational metrics
- Adhere to established IT Service Management processes and participate in roster-based or shift operations as required
Person Specification
- Diploma or Degree in Information Technology, Computer Science, or a related discipline
- Previous experience in a Service Desk Coordinator, Service Desk Analyst, or similar IT support role
- Experience supporting international clients is preferred
- Excellent written and spoken English, with the ability to communicate confidently and professionally with international VIP clients
- Good understanding of ITIL Service Desk, Incident Management, and IT Service Management processes
- Familiarity with ITSM tools such as ServiceNow, Jira, or similar platforms
- Basic understanding of IT infrastructure, applications, and networking concepts
- Knowledge of ticket lifecycle management, service level agreements (SLAs), and escalation procedures
- Strong customer service, written and verbal communication, stakeholder management, organizational, time management, and multitasking skills
- Strong documentation and reporting skills
- High attention to detail and strong problem-solving ability
- Willingness to work on a roster or shift basis
Skills
JiraServiceNowComplianceITIL
