L1 Desktop Support

WERE HIRING | LEVEL 1 HELP DESK ANALYST

Global Service Desk – IBM Project

Locations: Bangalore & Muzaffarpur

Experience: 6 Months – 2 Years

Qualification: Any Graduate with relevant IT/Technical Support experience

Shift: 24x7 Rotational Shifts | US EST Aligned

Working: 6 Days | 1 Rotational Week Off

Employment: Full-Time

SALARY & OPENINGS

Bangalore

CTC: 25,000/month

Take-Home: 21,000/month with PF

OR Fixed Take-Home: 25,000/month

Openings: 10 Position

Muzaffarpur

Take-Home: 20,000/month

No Deductions

Openings: 1 Position

ROLE SUMMARY

We are looking for Level 1 Help Desk Analysts to join our Global Service Desk team supporting users across the US and Europe.

The role involves handling user queries, providing first-level technical troubleshooting, managing incidents and service requests, and ensuring timely resolution within defined SLA standards.

KEY RESPONSIBILITIES

Handle IT support requests through Phone, Email, Web & Chat

Create, update and manage tickets using ServiceNow / ITSM

Perform L1 troubleshooting based on SOPs and knowledge articles

Troubleshoot VPN, Password Reset, Email & Application Access issues

Manage Active Directory user-related requests

Categorize and prioritize incidents P1–P4

Escalate complex issues to L2/L3 teams

Maintain accurate ticket documentation and provide timely updates

Ensure compliance with SLA and service desk processes

REQUIRED SKILLS

ServiceNow / ITSM Tools

Active Directory

Password Reset

VPN Troubleshooting

MS Office 365 / Outlook

Incident & Ticket Management

SLA Management

Good Communication & Documentation Skills

PREFERRED

ITIL Foundation Certification will be an added advantage.

WHY JOIN US?

Work on a global IBM project

Exposure to US & European clients

Hands-on experience with ITSM & ServiceNow

Strong career growth opportunities in IT Service Desk & Technical Support