IT Service Desk Administrator

Job Description

IT Service Desk Administrator
Location: Colombo, Sri Lanka

We are seeking an experienced IT and communications professional to join the GAC team in Sri Lanka as a full-time IT Service Desk Administrator. Do you have what it takes to join us?

Reporting to: IT Operations Manager
Department / Team: Information Technology
Key Tech/Tools: Microsoft 365, ServiceNow, JIRA, Intune, Endpoint Manager, Azure, ITSM platforms

What your day would look like

If appointed, you will provide IT and communications support, ensuring timely resolution of incidents and service requests within agreed service levels. You will work within the ITIL framework, managing service desk tickets, supporting Microsoft 365 and IT systems, and coordinating with internal teams and vendors. The role also focuses on system stability, proactive monitoring, and security compliance across on-premises and cloud environments, requiring strong IT support experience, knowledge of ITSM tools, and excellent communication and problem-solving skills.

Key responsibilities include:

• Providing L1 and L2 support for Microsoft 365 services

• Managing and resolving service desk tickets using ITSM platforms

• Supporting desktop systems, applications, and endpoint devices

• Monitoring IT systems and escalate incidents proactively

• Ensuring compliance with security policies and performing regular patching

• Maintaining IT documentation, procedures, and asset inventory

• Coordination with vendors, suppliers, and internal stakeholders

What we’re looking for

• Degree in IT or an equivalent technical qualification

• Certifications such as ITIL, Microsoft 365, Azure Administrator, or ServiceNow are an advantage.

• At least 4 years of experience in IT support or IT administration within enterprise or hybrid cloud environments

• Strong knowledge of Microsoft 365, including Exchange, OneDrive, SharePoint, and Teams

• Experience with ITSM tools such as ServiceNow or JIRA

• Familiarity with device management tools such as Intune and Endpoint Manager

• Understanding of cybersecurity practices, including MFA and zero-trust concepts

• Experience with monitoring tools, automation, and patch management

• Strong communication skills in English (written and verbal)

• Analytical thinking and problem-solving ability

• High level of professionalism, integrity, and accountability

• Ability to work in a team-oriented, fast-paced environment.

• Adaptability to shift work and changing priorities