End User Services Senior Analyst

Are you ready to explore a world of possibilities?

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 be supported and surrounded by other professionals as you learn new skills, advance your career, and see the impact of your efforts every day.

Pay and Benefits:

Competitive compensation, including base pay and annual incentiveComprehensive health and life insurance and well-being benefits, based on locationRetirement benefitsPaid Time Off and other leave of absence

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.

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 experienceBachelor's degree preferred or equivalent experienceDesktop Support Experience, Excellent Customer ServiceExcellent Communication Skills (oral and written)Active DirectoryMcAfee EPOBitLockerIntune, BYODBomgarLaps UIMicrosoft Office 365RSA Authentication ManagerVirtualization (VMwareCitrix)Basic Networking understanding (TCP/IP)Service Now

Sound Like You?

Minimum of 2 years of related experienceBachelor's degree preferred or equivalent experience