Desktop Support Engineer 1

Client: IBM Project

Role - Help desk executive L1

Location: Bangalore and Muzaffarpur

Experience: 2 Years

Shift: 247 Rotational Shifts (US EST aligned)

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.