Analyst – IT Service Desk IND at OSB Group in Bengaluru, KA, IN

About us:

OsbIndia (OSBI) is an offshore subsidiary of OSB Group. OSBI was incorporated in 2004 as a key part of the OSB Group’s business strategy to provide operational service support. OSBI works with the Group’s trading brands in the UK, providing exceptional customer support and service delivery to new and existing customers.

OSBI also prides itself on offering operational excellence by devising and utilizing process improvements and functional efficiencies.

The principal purpose of this role is to provide L1 Support to the end users related to technical IT queries and issues.
The role involves handling incidents, service requests and events ensuring delivery of IT services are of the highest standards to the Business.
The person fulfilling this role may need to travel to UK or Internationally as expected by the IT or Business for supporting migration, automation, or continual improvement related activities for a number of IT Services.

1. Core Responsibilities
• First Point of Contact: As the first point of contact for end-users, a ServiceDesk engineer is responsible for receiving, documenting, and prioritizing requests and incidents.
• Ticket Management: A ServiceDesk engineer is responsible for managing the ticket queue, ensuring that tickets are properly categorized, assigned and tracked to resolution.
• Troubleshooting and Support: A ServiceDesk engineer is responsible for providing technical support to end-users, troubleshooting issues and resolving incidents within established service level agreements (SLAs).
• Communication and Customer Service: A ServiceDesk engineer is responsible for maintaining communication with end-users, providing updates on incident status and resolution and ensuring a high level of customer satisfaction is maintained.
• Knowledge Management: A ServiceDesk engineer is responsible for maintaining and updating a knowledge base of common issues and their solutions, to improve efficiency and reduce resolution time.
• Escalation Management: A ServiceDesk engineer is responsible for escalating incidents to appropriate levels of support when necessary and ensuring that escalation paths are clearly defined and followed.
• Monitoring and Reporting: A ServiceDesk engineer is responsible for monitoring the health of IT systems, alerting appropriate support teams to issues and producing regular reports on incident trends and resolution times.
• Documentation and Process Improvement: A ServiceDesk engineer is responsible for documenting incident resolution procedures, identifying areas for process improvement, and contributing to the development and maintenance of IT service management (ITSM) processes and policies.
• Flexible to work in 24/7 rotational shifts to support End users and to monitor the health of IT Systems.
• Provide client / IT end users support and technical issue resolution via E-Mail, phone and other electronic medium 24/7/365 days within agreed SLA and standards
• Support Clients / Internal Server – Network Infrastructure and coordinate with Service Owners / vendors for issues resolution and reporting
• Manage IT ServiceDesk tickets within SLA with minimal functional escalation.
• Assess recurring incidents and provide feedback on the accuracy of the Known Errors. Follow standard operating procedures (SOPs), Change Management Processes (CRP) and Problem Handling Procedures (PHP)
• Perform Windows (IT) / Core System operational tasks and report (E.g. Backups, Tape Rotation, VMWare, Antivirus reports etc.
• Perform operational tasks and business processes
• Maintain and manage checklists, standard reports etc.
• Provide out-of-hours support when required (Assigned on rotational basis)
• Create, update document/procedures etc. IT operation tasks using OSB / EG standard format in coordination with service owners
• Liaise with external suppliers / vendors
• Liaise with internal customers
• Undertake any other duties, commensurate with grade and job title, requested by Line Manager or above.
• As nominated Risk Champion for your function, work alongside the Risk function in developing and maintaining a risk management agenda, acting both to ensure the necessary levels of transparency for potential risks and promoting a positive culture of awareness and accountability throughout your function
• Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations
• Performs moderately complex and varied tasks
• Guides and trains junior team members

2. Experience Requirements
Essential
• 2 to 5 years of L1 technical support experience is essential
• Experience of working in a Windows/Citrix/VMWare/Active Directory and/or Applications service support role is essential
• Operating Systems: Experience in supporting and troubleshooting various operating systems such as Windows 10/11, MacOS and Linux.
• Software Applications: Familiarity with a range of software applications including productivity tools (e.g. Microsoft Office Suite), email clients, and web browsers.
• Remote Access: Experience in remote access technologies such as Remote Desktop, Virtual Private Network (VPN), and Remote Assistance.
• Incident Management, Knowledge Management and Service Request fulfilment.

Desirable
• Experience in working with ServiceNow (user level) or an equivalent ITSM system is desirable.

3. Knowledge Requirements
Essential
• Excellent knowledge in Desktop support / End user computing / Applications support on Citrix platform/environment is essential.
• Hardware: Knowledge of computer hardware including desktops, laptops, printers, and mobile devices is essential.
• Networking: Understanding of basic networking concepts such as TCP/IP, DNS, DHCP, and VPN.
Desirable
• Knowledge of ITSM best practices is desirable.

4. Skill and Competency Requirements
Essential
• Strong English language skills are essential (both written & verbal).
• Good skills in respect of stakeholder management are essential.
• Good skills in respect of documentation, problem solving, analytical and time management are essential.
• User Administration: Ability to manage Office 365 user accounts, licenses, and permissions.
• Troubleshooting Skills: The ability to diagnose and resolve technical issues related to Office 365 applications and services.
• Active Directory User and Group Management: Knowledge of how to create, manage, and delete user and group accounts in AD is necessary for responding to requests related to access and permissions.
• Active Directory Account Lockouts: Knowledge of account lockout policies and troubleshooting account lockout issues is important for resolving issues related to user account lockouts.
Desirable
• PowerShell Scripting: Knowledge of PowerShell scripting for automating routine AD tasks and troubleshooting issues.

Why join OSBI?

We understand your career and how you progress is as unique as your individual personality. We've created a culture and an environment that encourages personal growth and offers our people opportunities to learn and succeed. Whether you're in the early stages of your career or already have an established profession, we're constantly seeking to hire talented individuals who want to make a difference and grow with us. We're a connected company working together to create a business in which we can all take pride and prosper.
If you want to know more about OSBI, please click on the website link: www.osb-india.com

To know more about OSBI culture please find us on Instagram @OSBINDIA

To find out more about the roles & updates please follow our LinkedIn Page www.linkedin.com/company/osbi.