Associate, IT Service Operations

**About the Role**:
OSTTRA, India

**The Role**: Associate, IT Service Operations

**The Team**: Our team is responsible for business management activities within the Technology group of OSTTRA including Technology Budget Management, Purchase request to Purchase order processes, the streamlining of business processes, and being enablers for the overall success of the Technology group. Our team values efficiency, innovation, and collaboration to drive operational excellence and pride ourselves on our ability to identify and implement process improvements while maintaining a strong focus on delivering high quality results to support the organizational success.

**The Impact**: The Business Management analyst plays a crucial role in contributing to the overall objectives of the team and Technology organization. By optimizing business processes, headcount activities and ensuring seamless purchase order and invoice management, this role directly impacts the organization’s operational efficiency, cost effectiveness and productivity.

**What’s in it for you**:
We are looking for an experienced (5 - 8+ years in a similar role) Senior IT ServiceDesk Engineer who can work independently, self-motivate and work in a global and multicultural team and goes 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.

**Responsibilities**:
The role Directly responsible and accountable for the delivery of excellent end-user IT 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

Providing 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 environment. Knowledge of Microsoft Windows 10, AD, MS Endpoint Management, Microsoft Endpoint manager, SCCM, Autopilot, Cloud App security Microsoft 365, Google Workspace and storage solutions and audio/visuals desktops/laptops/printers) Knowledge should also include hardware support (including

Responsible for working 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.

To fulfil any additional / ad hoc duties as required to meet the needs of the business

**What We’re Looking For**:

- In depth experience & expertise on Google Workspace is a must
- In depth experience & expertise on Microsoft 365 is a must
- Ability to work from ITSM tools such as Jira and self-prioritize workstack. Act on initiative with mínimal management, and on multiple tasks concurrently
- In depth knowledge of Windows 10/11
- 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 hardware and operating systems (e.g. Windows, Linux, Apple), storage solutions Desktop/Laptop/Telephony - Working knowledge and understanding of
- 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
- Previous experience within a Technical Service Desk/Desktop role in a Customer Service environment
- Professional qualifications: 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.

**The Location**: Gurugram, India.

About Company
OSTTRA is a market leader in derivatives post-trade processing, bringing innovation, expertise, processes, and networks together to solve the post-trade challenges of global financial markets. OSTTRA operates cross-asset post-trade processing networks, providing a proven suite of Credit Risk, Trade Workflow and Optimization services. Together these solutions streamline post-trade workflows, enabling firms to connect to counterparties and utilities, manage credit risk, reduce operational risk and optimize processing to dri