Senior Service Desk Engineer

Information and Communication Technology Agency of Sri Lanka (ICTA) is the apex government entity spearheading the national digital transformation journey. As the agency for driving the national digital agenda, ICTA is entrusted to action the digital strategy of the vision for vistas of prosperity and splendor. ICTA plays an integral role in building a digitally inclusive nation by delivering efficient and citizen-centric digital government solutions, facilitating a strong digital economy with technology diffusion and innovation to build a prosperous country. We invite dedicated, innovative, Senior, and dynamic professionals to be part of this journey.

Responsibilities

• Manage the incoming service requests and faults in a professional and courteous manner over the phone and via emails
• Register requests and faults in the Ticketing system after categorizing and prioritizing them in line with team procedures
• Ensure all customer requests are resolved in a logical and methodical manner
• Ensure all faults and requests are progressed and cleared by escalating to internal and external teams as appropriate
• Maintain and update the technical documentation and the procedures to continuously improve the service quality of the Service Desk

Requirements

• A Bachelor’s Degree in Information Technology from a recognized university or equivalent qualifications related to the field from a recognized university/institution
• CCNA, MCSA, and ITIL certifications are preferred
• Troubleshooting experience on Routers, Firewalls, Switches, and Wired/Wireless LAN’S/WAN
• Strong understanding and working knowledge of Windows/Linux Operating Systems, Database technologies (MySQL/Oracle), and eMail Servers (MS Exchange/Zimbra) 
• Knowledge of cloud computing concepts and exposure to OpenStack/VMware cloud environments
• Previous experience in a Service Desk/Help Desk will be a distinct added advantage
• Excellent communication skills. The ability to speak Sinhala, Tamil, and English would be an added advantage
• Aptitude for troubleshooting and problem-solving
• Be proactive and work under minimum supervision 
• Ability to prioritize tasks and manage multiple priorities simultaneously
• Stakeholders focus and understanding and anticipating customer needs and managing the same with business demands