Junior Executive – IT Service Management - LAUGFS Holdings Colombo 06

About the job

The Junior Executive – IT Service Management is responsible for delivering technical assistance and support for computer systems, hardware, and software. This role involves responding to user queries, running diagnostic programs, identifying and resolving issues, and implementing effective solutions.

KEY RESPONSIBILITIES INCLUDE:

• Act as the first point of contact for all IT-related queries through the IT Service Desk (call centre).
• Log, categorize, and track IT service requests and incidents in the ITSM system.
• Provide first-level technical support to end users for hardware, software, network, and other IT-related issues.
• Escalate unresolved incidents to higher-level support teams as per defined procedures.
• Ensure timely follow-up and closure of logged tickets, maintaining service quality and SLA compliance.
• Assist in the installation, configuration, and troubleshooting of desktops, laptops, printers, and basic applications.
• Provide remote and on-site support to users when required.
• Document recurring issues and contribute to the knowledge base for continuous improvement.
• Maintain professional communication with end users, ensuring a high level of customer satisfaction.
• Support IT service management initiatives and contribute to process improvements within the ITSM framework.
• Maintain and regularly update the IT asset inventory, ensuring alignment with the Fixed Assets Register.
• Administer and maintain the Head Office PABX system.
• Update newly purchased IT equipment records in the Inventory Management System (IMS) and coordinate distribution to end users and relevant locations.
• Handle goods receiving tasks, including verifying IT equipment received against purchase orders.
• Process and hand over supplier invoices to the Finance Department upon completion of IMS procedures.
• Maintain and update the Meeting Room Checklist to ensure readiness and availability of IT facilities.

EDUCATIONAL QUALIFICATIONS:

• Diploma in Information Technology, with professional certifications such as ITIL, Cisco, or
• Linux is preferred.

EXPERIENCE:

• Minimum of 1 year’s experience in IT service management, IT operations, or a related field.