Help Desk Analyst - L1
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Firstsource Solutions is hiring Help Desk Analysts (L1) for its IT service desk operations in Kolkata. You will provide first-line IT support to employees of a large UK-based healthcare client, handling hardware, software, network access, and Active Directory issues.
This is an excellent entry-level IT opportunity for BCA/B.Tech graduates who want to start their IT career in a stable global BPO company. Shift allowances, cab facilities, and ITIL training make this an attractive package for new joiners.
- Handle IT support requests via phone, chat, and email from UK-based end users
- Resolve common issues: password resets, VPN access, MS Office problems
- Log and manage tickets in ServiceNow ticketing system
- BCA, B.Sc IT, or B.Tech in any field
- Basic knowledge of Windows OS and MS Office
- Good spoken English (UK accent training provided)
- Willingness to work in UK shift hours (1 PM – 10 PM IST)
- ITIL Foundation certification is a bonus
- Provide Level 1 IT support via phone, chat, and email to UK healthcare users
- Resolve common password, access, and hardware issues independently
- Escalate unresolved tickets to L2/L3 with proper notes
- Maintain ticket quality and SLA compliance
- Update knowledge base for recurring issue patterns
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