Role : Service Desk Analyst 1

Location : Bangalore

Competitive Salary & Benefits

Experience : 3+ Years

Notice Period : Immediate to 30 Days

*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.
- Positive communication, questioning and customer-handling skills.
- Ability to follow scripts, runbooks, priority rules and escalation paths.
- Dependencies
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📌 Service Desk Analyst 1 (Bengaluru)
🏢 Systal Technology Solutions
📍 Bengaluru