Sr. Associate, IT Service Operations

S&p Global; Atlanta (GA); Hybrid; USD 90,000 - 110,000; Full time

Job summary

OSTTRA is seeking an experienced IT ServiceDesk Analyst to join a global EUC support team. You will be the first point of contact, logging, triaging, and resolving incidents across OSTTRA locations including APAC, India, UK and US.

The role requires strong technical and process‑oriented skills, a proactive mindset, and the ability to work independently in a multicultural environment. Hybrid role with 2–3 days onsite in NYC and a base salary range of $90,000–$110,000.

Qualifications

• In‑depth experience with Google Workspace.
• In‑depth experience with Microsoft 365.
• Understanding and experience with Active Directory/Exchange/Microsoft 365 user management.
• Ability to work from ITSM tools such as Jira and self‑prioritize work.
• In‑depth knowledge of Windows 10/11 and desktop hardware.

Responsibilities

• Provide first and second‑line support via telephone, email, live support, and on‑site.
• Troubleshoot OSTTRA laptops, productivity suites, telephony, video conferencing and apps.
• Provide effective handover and escalation when necessary.
• Deal with workloads within SLA periods.
• Ensure information security controls are in place and followed.
• Provide advanced remote and deskside support for desktop and telephony.

Skills

Google Workspace

Microsoft 365

Active Directory

Exchange/Email mgmt

Windows 10/11

ITSM tools (Jira)

Networking basics TCP/IP

Security basics / VPN

Desktops/Laptops/Printers

Remote/Deskside support

Education

ITIL v3 Foundation

Tools

Jira

MDM (Microsoft Endpoint Manager, Google MDM)

Job description

About the Role

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 Windows10, AD, MS Endpoint Management, Microsoft Endpoint Manager, SCCM, Autopilot, Cloud App security Microsoft365, 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.

Qualifications

• In‑depth experience & expertise in Google Workspace is a must.
• In‑depth experience & expertise in Microsoft365 is a must.
• Understanding and experience with Microsoft Exchange/Active Directory/Microsoft365, 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 Windows10/11.
• 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 - 2-3 days 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.