Service Desk Analyst (L1)

Service Desk Analyst (L1)

Location: Colombo, Western Province, Sri Lanka

Date Posted: 09/04/2026

Company: Virtusa

Role Overview

The Service Desk Analyst (L1) serves as the face of IT, acting as the primary point of contact for users seeking technical assistance through our “Tech Bar.” This role combines technical troubleshooting with exceptional customer service, ensuring that employees have the tools and support they need to remain productive. You will handle everything from hardware diagnostics to managing VIP event technology and streamlining user access.

Key Responsibilities & Accountabilities

Technical Support & Troubleshooting

• First Point of Contact: Provide immediate front-line support for technical queries at the physical Tech Bar.

• Hardware & Software: Diagnose and resolve issues across laptops, desktops, and mobile devices (Windows & macOS).

• Environment Support: Troubleshoot operating systems, standard business applications, and basic network connectivity issues.

• Setup & Configuration: Assist users with the initial setup and personalized configuration of IT equipment.

Incident & Lifecycle Management

• Service Management: Log and track incidents and service requests within the ITSM system to ensure no query is left unresolved.

• Escalation: Identify complex issues that require specialized attention and escalate them to 2nd Line Support or relevant technical teams.

• User Lifecycle (JML): Manage the creation and decommissioning of user accounts following Joiners, Movers, and Leavers (JML) processes.

Operational Excellence & Events

• Facility Checks: Perform daily inspections of meeting rooms to ensure AV and conferencing technologies are fully functional.

• Event Support: Provide dedicated technical oversight for VIP meetings and major company events.

• Knowledge Sharing: Create knowledge base articles and process documentation; lead bi-weekly IT inductions for new hires.

Candidate Profile

Skills & Ability:

• Experience: Proven track record in a customer-facing IT support or helpdesk environment.

• OS Proficiency: Strong technical knowledge of Windows and macOS environments.

• Data Skills: Proven experience with SQL for basic database queries or reporting.

• Networking: A solid grasp of basic networking principles and general IT infrastructure.

• Communication: Exceptional problem-solving skills paired with the ability to explain technical concepts to non-technical users.

• Certifications: Relevant credentials such as CompTIA A+ or ITIL Foundation are highly desirable.

Desirable Qualifications:

• Prior experience within the Insurance industry.

• A basic understanding of automation technologies and their application in IT service delivery.

How to Apply

If you are a proactive problem-solver with a passion for technology and customer service, please submit your application through our careers portal.

We are an equal opportunity employer.

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