Senior Associate - Audit & Compliance

About the Role

We are seeking a Senior Associate to oversee IT Service Desk operations and to serve as the primary point of contact for all IT audit and compliance-related activities. The candidate will ensure efficient IT support service delivery, adherence to audit schedules, compliance with Offshore Development Center (ODC) standards, and prompt resolution of audit observations.

Key Responsibilities

• Manage daily operations of the IT Service Desk, providing end-user assistance and support.
• Lead the Service Desk team by offering guidance and supervision.
• Ensure timely resolution of incidents and service requests, adhering strictly to SLA benchmarks.
• Oversee user lifecycle processes including onboarding, offboarding, access provisioning, and IT asset management.
• Monitor ticket management, prioritize escalations, and evaluate service quality while maintaining user satisfaction.
• Generate and distribute performance reports and dashboards for the Service Desk team.
• Identify opportunities for process enhancements and automation within IT support workflows.
• Serve as the central IT representative coordinating all audit and compliance efforts.
• Collaborate with Compliance, Information Security, and Audit departments to fulfill audit requirements effectively.
• Gather and submit required audit evidence promptly from various IT teams.
• Maintain comprehensive audit documentation, including trackers and evidence repositories.
• Facilitate coordination of various audits such as Internal, External, ISO, Client, and ODC audits.
• Ensure implementation and maintenance of ODC controls on all endpoints and IT infrastructure.
• Conduct routine reviews to verify compliance with organizational and client-specific ODC requirements.
• Monitor audit findings and work with relevant teams to ensure timely issue resolution.
• Follow up on corrective actions and regularly update management on audit status.
• Assist in reviewing and updating IT-related policies, standard operating procedures (SOPs), and other operational documents.

Qualifications and Skills

• Experience managing IT Service Desk operations.
• Familiarity with IT audit processes and coordination.
• Proficient in managing audit documentation and evidential materials.
• Knowledge of ODC compliance standards and implementation.
• Understanding of ITIL best practices and processes.
• Strong stakeholder management abilities.
• Skilled in reporting and documentation tasks.

Technical Tools

• ManageEngine ServiceDesk Plus
• ManageEngine Endpoint Central
• Microsoft 365 Suite
• Active Directory management
• SharePoint
• Microsoft Excel and Power BI for data analysis and reporting

Additional Information

This position is based in New Delhi, India. Candidates should be graduates from any discipline and have experience related to IT service management and compliance. The role involves significant coordination with multiple teams and managing several audit types and compliance requirements to maintain operational excellence within the IT domain.