End User Support Principal Analyst

OSTTRA was formed in 2021 through the combination of four businesses that have been at the heart of post trade evolution and innovation for the last 20+ years: MarkitServ, Traiana, TriOptima and Reset. Together, our solutions span every step of the post trade workflow, helping financial institutions across the globe efficiently process trades and manage risk. OSTTRA is a joint venture, owned 50/50 by IHS Markit and CME Group. Joining the OSTTRA team is a unique opportunity to work in a bold new business with an outstanding heritage in financial technology, playing a critical role in supporting global markets. Learn more at www.osttra.com. Summary End User Support Principal Analyst is responsible for identifying and resolving first and second line issues and where possible resolve more complex issues, referring these to a senior member of the team when required. The person in this role will follow established guidelines and processes and provide input to evolve those to improve quality of service and end user experience. Individuals will be part of project work and implementation exercises related to end user computing technology. Responsibilities Directly responsible and accountable for the delivery of excellent end-user support services to colleagues across the OSTTRA Asia locations while being an integral member of EUC global support capability across US, Europe & Asia. Act as the first point of contact for the business, logging, triaging, managing and resolving incidents and requests across all OSTTRA EUC technologies 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, resolve all support issues relating to OSTTRA Group corporate desktop, productivity & collaboration suites, telephony, video and associated business applications. 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 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. Knowledge should also include hardware support (including desktops/laptops/printers) and audio/visuals. 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 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 SKILLS & KNOWLEDGE: In depth experience & expertise on Google Workspace is 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 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 of device encryption systems, network patching and cabling systems 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 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. 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 Services environment Professional qualifications: ITIL v3 Foundation, Service Desk Institute SDA or equivalent ITSM qualification 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 co-operative 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’ in order 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 Compensation/Benefits Information: S&P Global states that the anticipated base salary range for this position is $103,800 - $237,100. Base salary ranges may vary by geographic location. This role is eligible to receive S&P Global benefits. For more information on the benefits we provide to our employees, visit https://www.spgbenefitessentials.com/newhires. Equal Opportunity Employer: 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. Only electronic job submissions will be considered for employment. If you need an accommodation during the application process due to a disability, please send an email to: [email protected] and your request will be forwarded to the appropriate person. ----------------------------------------------------------- Equal Opportunity Employer 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. Only electronic job submissions will be considered for employment. If you need an accommodation during the application process due to a disability, please send an email to: [email protected] and your request will be forwarded to the appropriate person.  US Candidates Only: The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law. ----------------------------------------------------------- IFTECH202.2 - Middle Professional Tier II (EEO Job Group) Job ID: R26143 Posted On: 2023-01-06 Location: New York, New York, United States