Help Desk Analyst

Verité Research is seeking a Help Desk Analyst to join our dynamic team in Colombo, Sri Lanka. As a leading inter-disciplinary think-tank, Verité Research provides strategic analysis and advice for governments and the private sector in Asia. Our team of experts collaborates to offer information and analysis for decision-making, negotiations, and policy making. The Help Desk Analyst will play a vital role in providing technical support and ensuring smooth operations across the organization.

In this position, you will have the opportunity to work closely with decision-makers, opinion-formers, and our research and advisory teams. You will be responsible for addressing and resolving technical issues, troubleshooting software and hardware problems, and maintaining the company's IT infrastructure. The Help Desk Analyst will also assist in the implementation of new systems and technologies, ensuring that our team can continue to provide cutting-edge research and analysis.

Responsibilities

• Provide technical support and assistance to staff members in a timely manner
• Troubleshoot and resolve software, hardware, and network issues
• Install, configure, and maintain computer systems, peripherals, and software applications
• Coordinate with external IT vendors to resolve complex technical problems
• Train staff members on the proper use of software applications and equipment
• Monitor and manage the company's IT infrastructure, including servers, network devices, and security systems
• Maintain accurate documentation of technical procedures and solutions

Requirements

• Bachelor's degree in computer science or a related field
• Proven experience working as a Help Desk Analyst or in a similar role
• Strong knowledge of computer hardware, software, and networking systems
• Familiarity with Microsoft operating systems and Office suite
• Excellent problem-solving and communication skills
• Ability to work well under pressure and meet deadlines
• Experience in providing technical support remotely
• Knowledge of ITIL processes and best practices is a plus

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Work From Home
• Wellness Resources