osbIndia Private Ltd. Looking for L1 IT Technical Support Analyst at Bengaluru, Karnataka Full Time

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.

Core Responsibilities

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

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

Experience Requirements

2 – 4 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

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

Knowledge Requirements

Excellent knowledge in Desktop support / End user computing / Applications support on Citrix platform/environment is essential

Knowledge of ITSM best practices is desirable.

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

Proficiency in Microsoft Office Suite (Word, Excel, and PowerPoint).

Qualification/Certifications

A technical diploma or engineering degree is essential.

Qualification in ITIL is highly desirable

Any other ITSM and Technical certification is desirable

Please email [email protected] to apply.