Business Unit
Global Delivery
Employment Type
Full-Time
About Systal
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
Description
Based in our Bangalore office, you will provide first-line colleague support through agreed Service Desk channels, focused on contact handling, triage, first-contact resolution, request handling and effective escalation.
Key Responsibilities
Handle colleague contacts through phone, portal, chat, email and agreed channels.
Log, categorize and prioritize 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.
Key Requirements
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.
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.
Systal’s core is its people. Our culture and success is founded upon having the best performing people in a high performing culture to deliver the best-in-class customer experience. Our mission is to be the world’s most trusted technology services partner – inspiring, empowering and enabling the innovation and transformation of today and tomorrow. And we want you to join us!
Systal only communicates with candidates via official channels and verified @systaltech.com email addresses. If you’d like to verify a message, please contact
[email protected].
