Associate, IT Service Operations

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+ years in a similar role) 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:

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

Understanding and experience of Microsoft Exchange/Active Directory/Microsoft 365, creating and managing emails 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 on multiple tasks concurrently

In depth knowledge of Windows 10/11

Knowledge of 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 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

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

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.