LEVEL 1 HELP DESK Analyst

SuperSeva; Muzaffarpur, Bengaluru; On-site; INR 237,000 - 321,000; Full time

Job summary

SuperSeva invites applications for a Level 1 Help Desk Analyst to join the Global Service Desk supporting US and Europe users. The role focuses on first-line technical troubleshooting, incident and service request management, and timely SLA-compliant resolutions.

Location is Bengaluru with 24x7 rotational shifts. Experience of 6 months to 2 years and a general graduation credential are preferred for this full-time opportunity.

Qualifications

• Graduates with IT/tech support exposure.
• Experience in handling Level-1 IT support requests.

Responsibilities

• Handle IT support requests via Phone, Email, Web & Chat.
• Create, update and manage tickets using ServiceNow / ITSM.
• Perform L1 troubleshooting per 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 ticket documentation and provide updates.

Skills

ServiceNow / ITSM

Active Directory

Password Reset

VPN Troubleshooting

MS Office 365 / Outlook

Incident & Ticket Mgmt

SLA Management

Communication & Documentation

Education

Any Graduate with IT/Technical Support experience

Tools

ServiceNow

Job description

LEVEL 1 HELP DESK ANALYST

Global Service Desk – IBM Project

Locations: Bengaluru

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: 1 Position

Muzaffarpur

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