Role Overview

IBM is hiring a Helpdesk Executive (L1) to serve as the first point of contact for end-user technical support. The primary responsibilities involve diagnosing, troubleshooting, and resolving first-line IT issues covering operating systems, hardware, user accounts, basic networking, and desktop software.

Key Job Details

- Company: IBM

- Role: Helpdesk Executive / Service Desk Analyst (L1)

- Experience Required: 6 months to 3 years

- Monthly Salary: 20,000 to 25,000 per month (approx. 2.4 LPA 3.0 LPA)

- Shift Requirement: Adaptable 24x7 rotation / night shifts based on region supported

Role & Responsibilities

- Respond to incoming queries via calls, chat, and ticketing portals to resolve first-level IT incidents.

- Troubleshoot operating system issues (Windows/Mac/Linux), network connectivity (LAN/Wi-Fi/VPN), and standard desktop applications.

- Handle active directory, account provisioning, password resets,



and user access management.

- Log, track, and categorize support tickets using ticketing tools (e.g., ServiceNow, Remedy).

- Follow SLA timelines, escalate unresolved complex technical issues to L2/L3 support, and route tickets correctly.

Preferred Candidate Profile

- Education: Bachelor’s degree, Diploma in IT/CS, or equivalent certification.

- Experience: 0.5 to 3 years in voice/non-voice IT service desk or technical support roles.

- Technical Skills: Basic knowledge of networking (TCP/IP, LAN/WAN), browser configurations, hardware concepts, and MS Office / Office 365.

- Soft Skills: Strong written and verbal English communication, excellent problem-solving, and customer handling skills.

📌 Walk-in || Helpdesk Support Engineer (Muzaffarpur)
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📍 Muzaffarpur