Help Desk Analyst (IGT1)

IFS

full-time mid Port City, Western Province, Sri Lanka

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Job Description

About Sitecore:

Sitecore delivers a composable digital experience platform that empowers the world’s smartest and largest brands to build lifelong relationships with their customers. A highly decorated industry leader, Sitecore is the leading company bringing together content, commerce, and data into one connected platform that delivers millions of digital experiences every day. Thousands of blue-chip companies including American Express, Porsche, Starbucks, L’Oréal, and Volvo Cars rely on Sitecore to provide more engaging, personalized experiences for their customers.

About the position:

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.

The role acts as a first point of contact for users experiencing IT issues or requiring technical assistance. The successful candidate will be expected to demonstrate strong troubleshooting, ticket ownership, communication, and customer service skills while supporting a broad range of technologies, including Microsoft 365, Windows, macOS, mobile platforms, end user hardware, networking, identity and access, and cloud services.

The Help Desk Analyst will work collaboratively with L3 engineering teams, infrastructure teams, application support teams, and third-party vendors to ensure issues are resolved efficiently and users receive high quality support experience.

This Help Desk team plays a key role in delivering excellent end user experience across Sitecore. With a strong focus on end user services, responsiveness, and ownership. The team supports Sitecore end users globally while maintaining consistently high standards of technical support and service quality. The right candidate will need to fulfill this standard.

Key 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.
• Assist with the administration and support of SharePoint Online sites, document libraries, access, and permissions.
• Support Microsoft Teams requests, including team and channel creation, Teams Phone number assignments, external collaboration, and B2B related configurations where applicable.
• User ServiceNow to manage Universal Requests, incidents, problems, service requests and knowledge management activities.
• Take ownership of assigned tickets from initial engagement through resolution or escalation, ensuring tickets are reviewed, updated, and followed up daily.
• Troubleshoot end-user issues across Windows, macOS, iOS, and Android operating systems.
• Handle password resets, account unlocks, authentication issues, and access-related requests across supported systems, following established security and identity verification procedures.
• Deliver a high standard of customer service through ServiceNow, Microsoft Teams, and other approved support channels.
• Communicate technical information clearly to users with varying levels of technical knowledge.
• Identify recurring issues and knowledge gaps and proactively contribute new or improved support content.
• Create, review, and maintain Knowledge Base Articles, technical documentation, troubleshooting guides, procedures, and operational reports.
• Escalate complex, high-impact, or unresolved technical issues to L3 engineering teams, specialist support teams, or third-party vendors, providing complete troubleshooting details and relevant diagnostic information.
• Collaborate with internal IT teams to identify recurring incidents, contribute to problem management, and improve the overall end-user support experience.
• Follow established IT service management, security, access control, and operational procedures.