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