Analyst - IT Service Desk IND | Bangalore, IN

Analyst - IT Service Desk IND

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.

• As the first point of contact for end-users, a ServiceDesk engineer is responsible for receiving, documenting, and prioritizing requests and incidents.
• A ServiceDesk engineer is responsible for managing the ticket queue, ensuring that tickets are properly categorized, assigned, and tracked to resolution.
• A ServiceDesk engineer is responsible for providing technical support to end-users, troubleshooting issues and resolving incidents within established service level agreements (SLAs).
• 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.
• 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.
• 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.
• Basic administration and troubleshoot issues in Azure Active Directory: user/group management, MFA, conditional access, and SSO integrations.
• Manage and support O365 licensing, configuration, and advanced user issues in Exchange Online and Teams.
• Handle endpoint compliance and policy enforcement through Microsoft Intune and MDM tools.
• 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.
• 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
• 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, Provide out-of-hours support when required
• Create, update document/procedures etc. IT operation tasks using OSB / EG standard format in coordination with service owners
• Undertake any other duties, commensurate with grade and job title, requested by Line Manager or above.

Maintain the company's compliance standards and ensure timely completion of all mandatory on-line training modules and attestations

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.