IT Service Desk Analyst

About OSB Group and OSB India

The OSB Group is a leading specialist lender in the UK, offering residential, buy-to-let, commercial mortgages, secured loans, and development finance. It operates under several brands including Kent Reliance, InterBay, Prestige Finance, and Heritable Development Finance, delivering strong customer satisfaction and supported by a robust retail funding base. OSB India Pvt Ltd, a crucial offshore subsidiary based in Bangalore, provides operational and customer support services collaborating closely with the OSB Group's UK trading brands. Established in 2004, OSB India focuses on operational excellence through process improvements and efficiency initiatives.

Job Objective

The role of IT Service Desk Analyst primarily involves delivering L1 technical support to end-users. The incumbent will address IT-related queries and issues, manage incidents, service requests, and events, ensuring high-quality IT service delivery. This position may require occasional travel to the UK or other countries to support migrations, automation, or continual improvement projects across various IT services.

Key Responsibilities

• Serve as the initial point of contact for user IT issues, logging, categorizing, and prioritizing incoming requests and incidents.
• Manage the incident and service request ticket queues, ensuring accurate categorization, assignment, and timely resolution.
• Troubleshoot and resolve end-user technical problems within agreed Service Level Agreements (SLAs).
• Maintain clear communication with users, providing updates on incident progress and resolution while ensuring excellent customer satisfaction.
• Develop and maintain a knowledge base of frequent issues and their solutions to enhance process efficiency and reduce resolution times.
• Escalate complex incidents appropriately following established escalation protocols.
• Monitor IT systems for operational health, alert support teams as necessary, and generate reports on incident trends and resolution statistics.
• Document incident handling procedures, identify areas for process enhancement, and contribute to IT service management (ITSM) policies and practices.
• Work flexible 24/7 rotational shifts to support users and monitor IT systems continuously.
• Provide multi-channel user support including email, phone, and other electronic communication within agreed SLAs.
• Support clients and internal systems including servers and network infrastructure, coordinating problem resolution with service owners and vendors.
• Handle IT ServiceDesk tickets effectively, minimizing escalations.
• Review recurring problems and update ‘Known Errors’ accordingly while following SOPs, Change Management, and Problem Handling Procedures.
• Perform operational IT tasks such as backups, tape rotations, VMWare, antivirus reporting, and other core system operations.
• Maintain operational documentation, checklists, and standard reporting.
• Provide out-of-hours support on a rotational basis as required.
• Create and update IT operation task documentation in coordination with service owners, following OSB/EG standards.
• Liaise with internal teams and external suppliers/vendors to ensure service quality.
• Perform additional duties as assigned by management.
• Act as Risk Champion within the function, collaborating with the Risk team to promote risk awareness and accountability while maintaining company compliance standards.
• Ensure timely completion of all mandatory training and attestations.
• Guide and mentor junior staff members while performing moderately complex and varied tasks.

Experience and Skills Required

• Between 2 to 5 years of experience providing L1 technical support.
• Satisfactory experience supporting environments including Windows OS, Citrix, VMWare, and Active Directory.
• Proficient in troubleshooting and resolving infrastructure and application-related issues.

Additional Information

The role requires readiness to work in 24/7 rotational shifts and occasional international travel for project support activities. It demands consistent compliance with organizational policies and process standards to ensure operational excellence and risk management.