Service Desk Analyst 1

Role : Service Desk Analyst 1

Location : Bangalore

Exp: 2+ Years

Notice Period : Immediate to 30 days

Competitive Salary & Benefits
We are Systal: a global managed network, cloud and security transformation specialist.
We provide complex and strategic technology services for enterprise businesses, managing 200,000+ assets across 93 countries. These services help our customers achieve strategic technology transformation and maximise the business value, security and innovative potential of their IT infrastructure

Summary
Provide first-line colleague support through agreed Service Desk channels, focused on contact handling, triage, first-contact resolution, request handling and effective escalation.

Core responsibilities

• Handle colleague contacts through phone, portal, chat, email and agreed channels.
• Log, categorise and prioritise incidents and service requests in ServiceNow.
• Perform L1 triage using approved knowledge articles, scripts, runbooks and known errors.
• Resolve eligible issues at first contact where knowledge, access, tooling or automation is available.
• Support standard access, password, MFA, M365, device, software and how do I issues where in scope.
• Validate service requests and route them to the correct fulfilment group where L1 fulfilment is not possible.
• Escalate unresolved or higher-priority tickets to L2 Technicians, Tech Bar, L3 teams, Ops Centre or MICC.
• Maintain accurate ticket notes, customer updates, closure codes and resolution details.
• Identify missing knowledge and recurring issues for improvement.

Skills / experience

• IT Service Desk / customer support experience.
• Basic troubleshooting across Windows, M365, access, devices, peripherals and standard software.
• ServiceNow or equivalent ITSM tool experience.
• Good communication, questioning and customer-handling skills.
• Ability to follow scripts, runbooks, priority rules and escalation paths.
• Dependencies
• Confirmed Service Desk operating hours, telephony model, ServiceNow queues, knowledge base, remote support tooling, user verification process, resolver groups,

escalation paths and L1 access rights.

Qualifications:

Undergraduate degree / Postgraduate or equivalent experience

Why come and work with us at Systal?
Competitive salary and benefits package.
Unrivalled training and development, ensuring you stay at the top of your field. We want you to be the best in your chosen field and continuously support training.
Fantastic working environment our state-of-the-art offices and established remote teams create a positive environment to work in both in person and virtually.
At Systal we strive to be the best we can be and have a positive influence on our customers, our people, and our communities. If you are keen to join our journey and join the Systal team, send in an application by clicking the below link.
Systal only communicates with candidates via official channels and verified @systaltech.com email addresses. Please share your resume to [email protected]