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: Solid written and verbal English communication, excellent problem-solving, and customer handling skills.

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