L1 Helpdesk Executive

SuperSeva; Muzaffarpur, Bengaluru; Hybrid; INR 223,000 - 301,000; Full time

Job summary

IBM is seeking a Help Desk Executive L1 to support IT services from Bangalore and Muzaffarpur. You will handle inquiries via phone, email, web, and chat, log incidents in ServiceNow, and perform basic L1 troubleshooting following SOPs and knowledge articles.

Responsibilities include password resets, VPN and Office 365 issues, and basic Active Directory tasks. Expect 24/7 rotated US EST aligned shifts and interaction with international users.

Qualifications

• Graduate in IT-related field with relevant IT experience.
• 6 months to 2 years of relevant technical/helpdesk/support experience.
• Good verbal and written communication skills.
• Comfortable working in 247 rotational shifts.
• ITIL Foundation certification preferred.

Responsibilities

• Handle IT support requests through phone, email, web, and chat.
• Log, update, and manage incidents using ServiceNow/ITSM tools.
• Perform L1 troubleshooting using SOPs and knowledge articles.
• Troubleshoot password, VPN, application access, Outlook, and Office 365 issues.
• Perform basic Active Directory user administration and password resets.
• Categorize and prioritize incidents according to P1/P4 severity.
• Escalate unresolved issues to L2/L3 teams as per procedures.
• Maintain accurate ticket documentation and provide timely status updates.
• Ensure compliance with SLA and service delivery standards.
• Provide professional support to international users.

Skills

Communication skills

Education

B.Tech / BCA / B.Sc IT or Any Graduate with IT experience

Tools

ServiceNow / ITSM

Active Directory

VPN Troubleshooting

Job description

Client: IBM Project

Role - Help desk executive L1

Location: Bangalore and Muzaffarpur

Experience: 2 Years

Shift: 247 Rotational Shifts (US EST aligned)

Salary - 20K to 27K

Key Responsibilities:

• Handle IT support requests through phone, email, web, and chat.
• Log, update, and manage incidents using ServiceNow/ITSM tools.
• Perform L1 troubleshooting using SOPs and knowledge articles.
• Troubleshoot password, VPN, application access, Outlook, and Office 365 issues.
• Perform basic Active Directory user administration and password resets.
• Categorize and prioritize incidents according to P1P4 severity.
• Escalate unresolved issues to L2/L3 teams as per defined procedures.
• Maintain accurate ticket documentation and provide timely status updates.
• Ensure compliance with SLA and service delivery standards.
• Provide professional support to international users.

Technical Skills:

• ServiceNow / ITSM
• Active Directory
• Password Reset Tools
• VPN Troubleshooting
• Microsoft Office 365 / Outlook
• Incident Management
• Incident Categorization & Prioritization
• Basic Windows Troubleshooting

Eligibility:

• Graduate – B.Tech / BCA / B.Sc IT / Any Graduate with relevant IT experience.
• 6 months to 2 years of relevant technical/helpdesk/support experience.
• Good verbal and written communication skills.
• Comfortable working in 247 rotational shifts.
• ITIL Foundation certification is preferred.