- Port City, Western Province, Sri Lanka
- Hybrid
- Full-time · Associate
- 3+ years
The Help Desk Analyst is responsible for providing Level 1 and Level 2 technical support to end users across APAC, EMEA, and North America within a 24x5 roster based support environment.
Responsibilities
- Provide L1 and L2 technical support to end users located globally across APAC, EMEA and North America on a 24x5 rotating roster
- Perform effective ticket triage, including gathering relevant information, assessing impact and urgency, categorizing issues correctly, and determining the appropriate resolution or escalation path
- Diagnose, troubleshoot and resolve hardware, software, network, connectivity, and cloud service issues
- Support Microsoft 365 services, including Exchange, MS Teams, SharePoint, Outlook, OneDrive and other Microsoft 365 applications
- Assist with Exchange Administration, including mailbox related requests, distribution lists, security groups, and other supporting configurations
Requirements
- Nice to have: Microsoft Entra ID (Azure AD)
- Nice to have: Microsoft Intune