IT Support Analyst (Level 1) – Remote

About the role

We are seeking fresh graduates to join our remote IT Support team as Level 1 Analysts. You will work on US time zones, handling service desk calls and email requests while providing first‑line technical assistance.

Key responsibilities

• Answer incoming IT service desk calls and review inbound service request emails.
• Create and update incident/problem tickets in a CRM‑based Service Desk system.
• Follow scripted processes provided by the Project Manager and apply training to resolve issues.
• Work in one of two shifts (5:30 pm – 2:30 am IST or 12:30 am – 9:30 am IST) and be available for off‑hour or weekend work as needed.

Required profile

• Fresh graduate (BBA, BCA, BSc or equivalent) or final‑semester student.
• Excellent English communication skills and a clear US accent (preferred).
• Basic computer proficiency, data‑entry experience, and strong learning ability.
• Willingness to work late‑night shifts and collaborate in a team environment.
• Quiet home workspace with reliable high‑speed internet.

Required skills

• Microsoft Excel
• Microsoft Word
• Experience with CRM / Service Desk ticketing systems

What we offer

• Remote work arrangement.
• Comprehensive training before the engagement starts.
• Opportunity to gain experience supporting US clients.