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IT Service Desk Coordinator

at Expolanka Holdings PLC

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ITX360 is Sri Lanka's premier IT services and development company offering end to end solutions for all technological and environmental needs. As a fully owned subsidiary of Expolanka Holdings PLC, ITX360 provides support for consultancy, managed IT services and Software Development. We are currently looking for a dynamic individual to join our team as:

IT Service Desk Coordinator


  • A Bachelor's degree from a recognised university
  • Experience as a Level 3 engineer
  • Strong verbal and written communication skills, including strong documentation skills

Job Role:

  • Take ownership of customer incidents and requests by providing telephone, remote and email support to our clients and logging incidents and requests
  • Open tickets, resolve issues, and work with IT staff to assign out incidents that you are unable to resolve (80% first call resolution)
  • Provide usage support to software packages but not limited to Microsoft Word, Outlook, Excel
  • Works closely with onsite technical teams to recognise and report root cause analysis of incidents reported to the service desk
  • Identify and report to IT Manager recurring incidents that spot trends and potential problem sources
  • Coordination between multiple teams for effective resolution. Escalate within support organisation as required
  • Provides positive customer experience with each customer interaction
  • Play a key role in ensuring excellence of service to internal users
  • Handle IT technical support covering desktops, laptops, network, printer and a variety of Corporate and facility applications
  • Working directly with all levels of the organisation

Please email your CV within 7 days of this advertisement to with the names of two non-related referees. The "Subject" line of the email should carry the post applied.

Valid Until: Apr 04, 2017
Categorized Under:
Customer Service Jobs / IT Jobs