Senior End User Services Analyst posted by DTCC

Job Description

Senior End User Services Analyst

Join our DTCC family, and you’ll grow your expertise and become the best version of you. As you embark on a new journey, you’ll seek challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life.

Why You Would Love This Job:

The role of Senior End User Services Analyst will be responsible for providing 1st & 2nd line support to DTCC employee's globally. The Senior End User Services Analyst will work on incidents and tasks via the in-house incident management tool Service Now adhering to strict SLA's. Incidents range from Hardware, Software, Telephony, Mobile Phone (BYOD) DTCC virtual infrastructure and Printers. The Senior End User Services Analyst will troubleshoot technical support incidents (in person, by telephone, via e-mail, or through remote access tools) in a timely and accurate fashion and escalate support incidents to the relevant 3rd Line teams.

Deliver prompt support solutions for Windows computer systems, Linux Virtual Terminals (VDI) Cisco phone and networked enterprise services by phone, in person, via e-mail, or through remote sessions.

Employee Benefits:

We believe in work-life Balance

Excellent Pay /Incentives

5 Day per week schedule and other Excellent health Benefits

Your Responsibilities:

• Set realistic expectations with the end-user and communicate issues which negatively impact expectations in a timely manner.
• Effectively resolve escalated workstation issues.
• Effectively document all support efforts into the incident tracking system.
• Assist with troubleshooting outages/interruption of services hosted by DTCC.
• Contribute to the ongoing cycle of improving Desktop processes.
• Aligns risk and control processes into day to day responsibilities to monitor and mitigate risk; escalates appropriately.
• Weekend work a/k/a outside of work hours - as needed and recurring On Call Support.

Talents Needed For Success:

• Minimum of 2 years of related experience
• Bachelor's degree preferred or equivalent experience
• Desktop Support Experience, Excellent Customer Service
• Excellent Communication Skills (oral and written), Active Directory
• McAfee EPO, Intune, iPhones
• Bomgar, Laps UI
• Microsoft Office 365
• RSA Authentication Manager
• Virtualization (VMware\\Citrix)
• Basic Networking understanding (TCP/IP)
• Service Now

Who We Are:

With over 45 years of experience, DTCC is the world-class post-trade market infrastructure for the global financial services industry. From operating facilities, data centers and offices in 16 countries, DTCC, through its subsidiaries, automates, centralizes and standardizes the processing of financial transactions, mitigating risk, growing transparency and driving efficiency for thousands of broker/dealers, custodian banks and asset managers. Industry owned and governed, the firm simplifies the complexities of clearing, settlement, asset servicing, data management, data reporting and information services across asset classes, bringing increased security and soundness to financial markets. In 2018, DTCC’s subsidiaries processed securities transactions valued at more than U.S. $1.85 quadrillion. Its depository provides custody and asset servicing for securities issues from 170 countries and territories valued at U.S. $52.2 trillion. DTCC’s Global Trade Repository service, through locally registered, licensed, or approved trade repositories, processes over 14 billion messages annually. To learn more, please visit us at [ Link removed ] or connect with us on [ Link removed ] , [ Link removed ] , [ Link removed ] and [ Link removed ]

Employee Benefits:

We believe in work-life Balance

Excellent Pay /Incentives

5 Day per week schedule and other Excellent health Benefits

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job function