L1 Service Desk Engineer – George Bernard in Colombo, Western Province
Published 2 months ago
Company George Bernard is offering job opportunities for the position of L1 Service Desk Engineer in the Western Province area. The job type available is Full-time.
We are looking for candidates who possess Information Technology skills with Entry level experience. We value honesty, discipline, and responsibility in our employees.
George Bernard operates in the IT Services and IT Consulting industry. If you are interested in applying to this company, please proceed with your application.
Job Information
| Company: | George Bernard |
| Position: | L1 Service Desk Engineer |
| Region: | Colombo - Western Province, Western Province |
| Education: | Confidential |
| Job Function: | Information Technology |
| Seniority Level: | Entry level |
| Job Type: | Full-time |
| Industry: | IT Services and IT Consulting |
Job Description
- Handle incoming calls, tickets, and chat messages from users.
- Ensure user queries or issues are captured, validated, and triaged for further processing.
- Provide support with technical queries via phone/remote.
- Identify, investigate, and diagnose issues.
- Follow the Incident Lifecycle as defined by our processes.
- Create and maintain KB articles for issues.
- Timely ticket logging, prioritizing, escalation to resolver groups, progress updates till resolution.
- Resolution of tickets within provided and agreed SLA.
- Escalate the incident to the next line of support based on agreed process.
- Flexible 24/7 support and rotational shifts.
- Adherence to Service Desk policies and procedures.
Requirements:
- Minimum of 2 years’ experience handling L1 technical service desk.
- IT systems knowledge (Teams, Outlook, Wi-Fi, O365, Active Directory, Hardware, and software related troubleshooting).
- Experience troubleshooting desktops/laptops.
- Ability to comprehend end user queries from all geo locations.
- Good interpersonal, communication and listening skills.
- Strong customer service orientation required.
- Outstanding analytical and problem-solving abilities.
- Excellent time management and organizational skills.
- Ability to remain calm and courteous while interacting with users.
- Any ITIL certification.
Benefit
- Overtime bonus
- Gaining experience
- Comfortable work environment
Application Requirements
- Good physical and mental health
- Minimum age 17 years
- Discipline and adherence to time
- Honest and responsible
- Good character
- Satisfaction in working and learning
- For other requirements, please check through the application form.
Company address
| Province | Western Province |
| City | Colombo |
| Full Address | George Bernard Co, Level 12, Parkland Building, No 33 Park St, Colombo, Sri Lanka |
| Google Map | Google Map |
Job Application Information
Make sure you fill out the application form first and wait for HRD to call for an interview before you go to the company in person.
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