Service Desk Executive

About Us We are a global technology leader transforming the music and entertainment industry through advanced rights management and data solutions. With 450+ team members across Los Angeles, London, Dublin, Athens, Colombo, Sofia, and Tokyo, we partner with top-tier clients including Sony Music Publishing, Warner Music Group, Disney, Warner Chappell, and Kobalt. Our core mission is to help music creators, rights holders, and media companies track, manage, and monetize their catalogs across platforms like YouTube, META and TikTok, while rapidly expanding our product offering to solve more complex problems across the music and entertainment industry. At Orfium, you’ll join a passionate, international team of developers, designers, scientists, and music lovers, all working together in a flexible, hybrid environment where innovation, openness, and ownership are at the heart of everything we do. We are looking forward to meeting with you! #Orfium Why Join Us? Gain hands-on experience in the global music tech industry and become an expert in YouTube’s Content Management System and digital rights management. Role We are looking for a Service Desk Executive to join our OM Service Desk team in Colombo, Sri Lanka. In this role you will provide comprehensive administrative and technical support to account managers and clients, ensuring seamless operation within the YouTube Content Management System and other company systems. Responsibilities Provide administrative and user support to the company account managers. Resolve common issues raised by 3rd parties and clients within the YouTube Content Management System. Manage user accounts within the company systems with precision, ensuring everyone has the correct access and permissions. Assist and guide users with queries related to company systems, ensuring timely and comprehensive resolution. Accurately understand user queries and deliver clear solutions, creating a seamless and positive helpdesk experience. Analyze and troubleshoot user-related issues within the company systems, identifying root causes and implementing effective solutions. Maintain and contribute to clear documentation related to the Service Desk workflow, ensuring smooth and efficient operations. Minimum 06 months of experience at Orfium Sri Lanka Diploma, partially completed HND, or any other equivalent qualification Good communication skills in English (Verbal / Written) Good computer literacy (MS Office / Google Sheets) Strong communication and interpersonal skills to collaborate effectively with team members and clients Attention to detail Ability to manage multiple assignments and work under tight schedules Flexible personality and a good team player Experience with customer support ticketing systems (e.g., Zendesk, Jira) and other relevant technical tools is a plus 💰 Competitive salary package and participation in our Stock Options plan 🏠 Hybrid work model with flexibility to support your lifestyle 🏥 Comprehensive private health and life insurance coverage 🌴 Extra paid time off to recharge and take care of yourself 💻 The latest tech equipment to support your productivity and creativity 🌍 A collaborative, inclusive, and international work environment EEO / Accommodation At Orfium, we are proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates—regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. If you require any accommodations during the application or interview process, please let us know. We’re here to ensure you have a comfortable and fair experience every step of the way.