Role : Service Desk Analyst 1

Location : Bangalore

Market-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 creative 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