Role : Service Desk Lead

Location : Bangalore 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

Lead L1 Service Desk team, ensuring effective queue management, quality ticket handling, first-contact resolution, escalation discipline and day-to-day operational control.

Core responsibilities

- Manage day-to-day L1 Service Desk operations across agreed channels.
- Monitor queues, workload, SLA risk, aged tickets and escalation patterns.
- Provide support, coaching and guidance to Service Desk Analysts.
- Ensure ticket quality, categorisation, priority handling and resolution notes meet agreed standards.
- Coordinate L1 escalation to L2 Technicians, Tech Bar, L3 resolver teams, Ops Centre, MICC or third parties.
- Support shift handover, weekend / out-of-hours arrangements and critical incident coverage where in scope.
- Review repeat issues and knowledge gaps, and feed improvements into the knowledge and shift-left process.
- Provide daily/weekly operational updates to the Service Delivery Manager.

Skills / experience

- Experience leading or supervising an IT Service Desk team.




- Strong understanding of ITSM, ServiceNow queue management and ticket hygiene.
- Good knowledge of L1 support across M365, access, device, software and standard workplace issues.
- Strong communication, coaching and escalation management.
- Ability to manage workload in a multi-channel, SLA-driven environment.
- Dependencies
- Confirmed Service Desk hours, ServiceNow queue structure, telephony/softphone access, knowledge base, escalation matrix, SLA rules, resolver groups and reporting dashboards.

Qualifications: Undergraduate degree / Postgraduate or equivalent experience

Why come and work with us at Systal?

Competitive salary and advantages 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]

📌 Service Desk Analyst Lead (Bengaluru)
🏢 Systal Technology Solutions
📍 Bengaluru