Sr. Associate, IT Service Operations

About the Role

We are looking for an experienced IT Service Desk 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 Service Desk 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.

• 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.
• Keep up to date with developments within the organization that may have an impact on the user experience.

• 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…