Provide first and second-line support via telephone support, email, live support, in-person walk-ups and managing queues from Self Service Portal, chats, emails and other channels. Identify, troubleshoot, and resolve all support issues relating to OSTTRA Group corporate laptops, productivity & collaboration suites, telephony, video conferencing and associated business applications. Provide effective handover and escalation when necessary Effectively deal with all workloads within agreed Service ... more details
About the Role: Role overview: We are looking for an experienced IT ServiceDesk Analyst to be part of the OSTTRA journey! The role is directly responsible and accountable for delivering excellent end-user support to colleagues across all OSTTRA locations (APAC, India, UK and US) while being an integral member of larger EUC global support. Act as the first point of contact for the business, logging, triaging, managing, and resolving incidents and service requests across all OSTTRA EUC technologies. We are looking for an experienced (5+ years in a similar role) IT ServiceDesk Engineer who can work independently, self-motivate and work in a global and multicultural team and go the extra mile to ensure high quality in the work delivered. To enjoy working in this role we believe you have deep technical and process-oriented skills within your area of expertise, are very structured and thorough, are humble and take responsibility for the greater picture. Key Responsibilities: Provide first and second-line support via telephone support, email, live support, in-person walk-ups and managing queues from Self Service Portal, chats, emails and other channels. Identify, troubleshoot, and resolve all support issues relating to OSTTRA Group corporate laptops, productivity & collaboration suites, telephony, video conferencing and associated business applications. Provide effective handover and escalation when necessary Effectively deal with all workloads within agreed Service Level Agreement periods. Ensure that information security considerations and controls are in place and always adhere to the Information Security policies. Provide advanced remote and deskside technical support for desktop (laptop) and telephony environments. Knowledge of Microsoft Windows 10, AD, MS Endpoint Management, Microsoft Endpoint Manager, SCCM, Autopilot, Cloud App security Microsoft 365, Google Workspace and storage solutions. Hardware support (including desktops/laptops/printers) and audio/visuals. Work with third-party service providers to ensure end-to-end support is maintained as required. Document, maintain, use and share appropriate product and services knowledge articles and learn about new products and services as required To keep up to date with developments within the organization that may have an impact on the user experience. Qualifications: • In-depth experience & expertise in Google Workspace is a must • In-depth experience & expertise in Microsoft 365 is a must • Understanding and experience with Microsoft Exchange/Active Directory/Microsoft 365, creating and managing email accounts, creating and amending distribution groups, creating, amending and troubleshooting issues with user accounts and permissions, including Group policies. • Ability to work from ITSM tools such as Jira and self-prioritize workstack. Act on initiative with minimal management, and multiple tasks concurrently • In-depth knowledge of Windows 10/11 • Knowledge of a standard range of desktop applications and hardware • Follow-me print solutions • Understanding of mobile devices – iOS and Android and mobile device management (Microsoft Endpoint Manager and Google MDM) • Knowledge and experience of using anti-virus systems • Knowledge of networking configuration LAN/WAN and wireless connections, with a technical ability and understanding of FTP, SSL etc • Working knowledge and understanding of Desktop/Laptop/Telephony hardware and operating systems (e.g. Windows, Linux, Apple), storage solutions • Experience with basic networking protocols and network services including DNS, DHP and TCP/IP • Basic understanding of IT Security, network protocols, firewall and VPN configurations, as well as remote access, content filtering, spam filtering, malware and virus protection • Knowledge of audio and video conferencing technologies • Knowledge and understanding of End User Collaboration systems – email, chat, voice video, conferencing etc • Previous experience within a Technical Service Desk/Desktop role in a Customer Service environment Good to have: • Professional qualifications: ITIL v3 Foundation, Service Desk Institute SDA or equivalent ITSM qualification • Experience & expertise in working with JAMF. Special job requirements: • As this is a global role, some international travel may be necessary. Competencies: • Customer Service – Strives for excellent levels of customer satisfaction. Going above and beyond to be helpful and professional to all customers • Efficiency – Plans ahead, manages time efficiently, is punctual, is cost-conscious and is consistently thinking of better ways to do things. • Quality of Work - Pays attention to detail, checks own work for accuracy and quality and takes personal responsibility for achieving quality standards. Sets goals and targets for self which improve upon previous performance and consistently strive to exceed existing quality and service standards • Teamwork - Works sensitively with others and openly shares information and knowledge with the appropriate people at the right time. Encourages a cooperative team approach to handle workloads and overcome difficulties and maintains continuous dialogue with unit members as appropriate • Leading – Leads by example. Demonstrates a positive attitude towards working with others and a willingness to move out of their ‘comfort zone’ to gain a clear vision of overall business goals so as an individual they can understand how their tasks contribute to the overall business strategy Note: Hybrid role - 2-3days onsite NYC Compensation: OSTTRA states that the anticipated base salary range for this position is $90,000 to $110,000. Final base salary for this role will be based on the individual’s geographic location, as well as experience level, skill set, training, licenses and certifications. About OSTTRA Candidates should note that OSTTRA is an independent firm, jointly owned by S&P Global and CME Group. As part of the joint venture, S&P Global provides recruitment services to OSTTRA - however, successful candidates will be interviewed and directly employed by OSTTRA, joining our global team of more than 1,200 post trade experts. OSTTRA was formed in 2021 through the combination of four businesses that have been at the heart of post trade evolution and innovation for the last 20+ years: MarkitServ, Traiana, TriOptima and Reset. OSTTRA is a joint venture, owned 50/50 by S&P Global and CME Group. With an outstanding track record of developing and supporting critical market infrastructure, our combined network connects thousands of market participants to streamline end to end workflows - from trade capture at the point of execution, through portfolio optimization, to clearing and settlement. Joining the OSTTRA team is a unique opportunity to help build a bold new business with an outstanding heritage in financial technology, playing a central role in supporting global financial markets. Learn more at www.osttra.com. What’s In It For You? Benefits: We take care of you, so you can take care of business. We care about our people. That’s why we provide everything you—and your career—need to thrive at S&P Global. Our benefits include: Health & Wellness: Health care coverage designed for the mind and body. Flexible Downtime: Generous time off helps keep you energized for your time on. Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills. Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs. Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families. Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference. For more information on benefits by country visit: https://spgbenefits.com/benefit-summaries ---------------------------------------- ------------------- Equal Opportunity Employer S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment. If you need an accommodation during the application process due to a disability, please send an email to:?EEO.Compliance@spglobal.com?and your request will be forwarded to the appropriate person.? US Candidates Only: The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf?describes discrimination protections under federal law. --------------------------------------- -------------------- 20 - Professional (EEO-2 Job Categories-United States of America), BSMGMT203 - Entry Professional (EEO Job Group) Job ID: 302956 Posted On: 2024-06-04 Location: New York, New York, United States
