IT Service Desk Escalation Analyst 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.

1. Core Responsibilities

2. Evaluate, troubleshoot and resolve team member escalations.

3. Review, investigate and resolve escalation cases within the target SLAs.
4. To handle P1 and P2 service requests (tickets logged by the Exco and VIP users).
5. Prioritise and managing open escalation cases.
6. Offer support, guidance and training to new starters within the ServiceDesk team.
7. Available for weekend/Holiday coverage as required.
8. Ability to mentor team members on advanced troubleshooting. Debugging and case management skills.
9. Managing & ensuring tickets are attended, addressed and follow-up communication is complete on a daily basis (Automated working with MI team or through Service desk reporting)
10. Reporting on carry forward tickets (incidents & service requests) – daily basis (Automated working with MI team or through Service desk reporting)
11. Providing 24/7 support in rotational shifts if required.
12. Technical expertise: An IT Service Desk Escalation Engineer must possess strong technical skills in areas such as networking, operating systems and software applications. This includes knowledge of troubleshooting techniques, problem analysis, and resolution.
13. Communication skills: Effective communication skills are essential for an IT Service Desk Escalation Engineer. This includes the ability to explain technical issues in a clear and concise manner to both technical and non-technical individuals. Active listening skills are also important when interacting with customers to fully understand their issues and concerns.
14. Analytical skills: IT Service Desk Escalation Engineer must have strong analytical skills to quickly identify and troubleshoot technical issues. They must be able to evaluate multiple sources of information to identify the root cause of the issue and develop a solution.
15. Time management: An IT Service Desk Escalation Engineer must be able to prioritize and manage their workload effectively, while ensuring timely resolution of customer issues. This includes the ability to work under pressure and manage multiple tasks simultaneously.
16. Customer service orientation: A customer-centric mind-set is critical for an IT Service Desk Escalation Engineer. They must be able to provide exceptional customer service, including maintaining a positive and professional attitude, while effectively managing customer expectations.
17. Adaptability: The IT landscape is constantly evolving, so an IT Service Desk Escalation Engineer must be able to adapt to new technologies and processes quickly. They must be able to learn and apply new skills and technologies effectively in order to resolve technical issues.
18. Teamwork: An IT Service Desk Escalation Engineer must be able to work collaboratively with other team members to ensure timely and effective resolution of customer issues. This includes the ability to share knowledge and expertise, and work towards common goals

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.

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