Help Desk Analyst (IGT1)

About IGT1

IGT1 is a rapidly growing offshore technology and talent solutions company based in Port City Colombo. We are a fully owned subsidiary of IGT I Holdings Sweden AB, funded by the three of world’s leading private equity firms; EQT Group, Hg, and TA Associates. We’re also proud to be a sister company of IFS, Sri Lanka’s largest and most established technology company.

At IGT1, we partner with global businesses to provide them with an operation that maximizes efficiency, spurs growth, allows them to develop and deliver world-class product and services, and create long-term value. Our people-first culture champions diversity, teamwork, and continuous learning, creating an environment where talent thrives.

With a team of over 500 professionals and counting, we are always looking for passionate, skilled individuals who want to make a global impact while being part of something extraordinary.

Through our offshore collaboration model, you'll be embedded within the team of one of our esteemed international clients, contributing directly to high-impact, enterprise-level initiatives.

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.

Required Skills & Experience:

• Minimum 3+ years of experience in an IT Help Desk, Service Desk, Desktop Support, or End User Support role, with experience providing remote technical support to users on a global scale.
• Proven experience providing L1 and L2 technical support within an enterprise environment, including effective troubleshooting, ticket triage, resolution, and escalation.
• Strong knowledge and hands-on experience with ServiceNow, including Incident Management, Request Management, Problem Management, and Knowledge Management.
• Strong knowledge of the ITIL framework, the IT support lifecycle, associated service management methodologies, and their practical application within a Service Desk environment.
• Ability to take end-to-end ownership of support tickets, including initial triage, troubleshooting, user communication, follow-up, resolution, documentation, and appropriate escalation.
• Strong understanding of working within SLAs, operational targets, escalation procedures, and service quality standards.
• Excellent problem-solving, analytical, and troubleshooting skills, with the ability to prioritize multiple requests based on impact, urgency, and business requirements.
• Excellent verbal and written communication skills, with the ability to explain technical issues and solutions in clear, non-technical language to end users with varying levels of technical knowledge.
• Strong customer service and end user experience mindset, demonstrating empathy, professionalism, ownership, responsiveness, and a commitment to delivering consistently high-quality support.
• Ability to work effectively with L3 Engineering teams, infrastructure teams, application support teams, and third-party vendors when escalating or coordinating complex technical issues.
• Sound knowledge and/or hands-on administrative experience with Microsoft 365 technologies, including Exchange, SharePoint, Microsoft Teams, AzureAD and Microsoft Intune would be an added advantage.
• Experience supporting Microsoft Exchange administration, including mailboxes, distribution lists, security groups, permissions, and other messaging-related requests.
• Experience supporting Microsoft Teams administration, including teams and channels, external/B2B collaboration, permissions, and Teams Phone-related requests.
• Experience supporting SharePoint administration, including sites, document libraries, permissions, and user access-related requests.
• Working knowledge of Microsoft Entra ID (Azure AD), including user accounts, groups, password resets, account unlocks, Multi-Factor Authentication (MFA), authentication issues, and access management.
• Relevant industry certifications such as ITIL Foundation, Microsoft 365 certifications, Microsoft Endpoint Administrator, Microsoft Azure Administrator, CompTIA A+, or equivalent certifications would be an added advantage.
• Must be willing and able to work within a 24x5 shift based operation, including rostered shifts required to support Sitecore end users across multiple global regions and time zones.

We champion flexibility and hybrid work options to support varying lifestyles and personal needs. At the same time, we value the power of in-person collaboration to build community, spark innovation, and strengthen connections. Our approach ensures you can work in ways that suit you best while still engaging with colleagues to share ideas and grow together. #LI-Hybrid #LI-DNP