Role Overview We are hiring Level 1 Help Desk Analysts to provide 24x7 global IT support as the Single Point of Contact (SPOC) for end users across the United States and Europe. The role involves incident logging, first-level troubleshooting, ticket triage, escalation management, and strict adherence to SLA-driven performance metrics. This is a client-dedicated engagement operating under a structured governance and compliance framework. � � Key Responsibilities Receive and manage support requests via Phone (ACD), Email, Web & Chat Log and manage tickets in ServiceNow (ITSM tool) Perform first-level troubleshooting using SOPs and Knowledge Base Handle common issues such as password resets, VPN access, application access, email support Correctly categorize and prioritize incidents (P1–P4) Escalate issues to L2/L3 teams per defined runbooks Maintain accurate documentation in every ticket Provide timely updates and maintain professional communication Support knowledge creation and runbook updates Meet defined SLA, KPI, and CSAT targets Technical Skills: Hands-on experience in ServiceNow or similar ITSM tool Active Directory user management Password reset tools VPN troubleshooting Microsoft Office 365 / Outlook support Incident categorization & prioritization knowledge Certifications (Preferred): ITIL Foundation � � Communication & Behavioural Skills Fluent English (verbal & written) Neutral accent preferred Strong documentation skills Ability to work in night shifts High ownership and accountability Calm and structured approach during high-severity incidents � � Qualification Graduate (B.Tech / BCA / B.Sc IT / Any Graduate with relevant IT experience)
Pay: ₹100,000.00 - ₹300,000.00 per year
Work Location: In person
