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Help Desk Associate
4 months ago
We are looking for an experienced IT ServiceDesk Analyst to be part of the OSTTRA journey
We are looking for an experienced (3 to 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. 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.
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.
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.
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.
• 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 of networking configuration LAN/WAN and wireless connections, with a technical ability and understanding of FTP, SSL etc
• 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
ITIL v3 Foundation, Service Desk Institute SDA or equivalent ITSM qualification
• Experience & expertise in working with JAMF.
As this is a global role, some international travel may be necessary.
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
• Encourages a cooperative team approach to handle workloads and overcome difficulties and maintains continuous dialogue with unit members as appropriate
• 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.
Health & Wellness: Health care coverage designed for the mind and body.
Flexible Downtime: Generous time off helps keep you energized for your time on.
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.
Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.
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. If you need an accommodation during the application process due to a disability, please send an email to: EEO.20 - Professional (EEO-2 Job Categories-United States of America), BSMGMT203 - Entry Professional (EEO Job Group)
