Support Desk Member - Application Support
IT - Software / DB / QA / Web / Graphics / GIS
About the Employer
Job Description
Support Desk Member: Application Support
DMS Electronics (Pvt) Ltd (DMSE), a member of the DMS Group is a pioneer of Sri Lanka’s Information & Communication Technology Industry. With 40 years of experience under our belt, we continue to evolve, transform, and empower our customers with cutting edge solutions from the world’s leading IT vendors and adding value through technological integrations and services.
You too can be part of our team as a join our team as Support Desk Members for the Application Support Desk at a reputed company Head Office in Colombo.
POSITION : Support Desk Member: Application Support
- Act as the sole point of contact for end-users in relation to application incidents, service requests, and queries.
- Log, classify, and prioritise all reported incidents and service requests in the designated ITSM tool.
- Provide Level 1 (L1) technical support and use best efforts to resolve issues at first contact.
- Escalate unresolved incidents to second-line support teams, internal departments, or third-party service providers promptly and efficiently.
- Monitor escalated matters through to closure and keep users informed of resolution status.
- Configure, support, and maintain hardware assets, including mobile devices and handheld printers.
- Perform preventive maintenance and implement urgent anti-virus updates where required.
- Maintain accurate call logs, record progress notes, and close tickets upon resolution.
- Identify user training needs and refer them to the relevant department where appropriate.
- Ability to start working at short notice upon selection.
- Working hours on a roster basis, 6:00 AM – 10:00 PM.
- English, Sinhala and Tamil proficiency is mandatory for all candidates.
The selected candidates can expect an attractive remuneration package in keeping with their qualifications and experience.
If you look forward to working in an environment where professionalism and ethics are held in high esteem, you may forward your CV with the details of two non-related referees to [email protected] with the post applied marked clearly on the subject line to reach us within 7 working days of this advertisement. Only ‘short-listed’ candidates will be notified.
Managed Services Business Unit
DMS Electronics (Pvt) Ltd
71A Castle St, Colombo 08, Sri Lanka.
www.dmselectronics.com
