Senior End User Services Analyst

Are you ready to make an impact at DTCC?

Do you want to work on innovative projects, collaborate with a dynamic and supportive team, and receive investment in your professional development? At DTCC, we are at the forefront of innovation in the financial markets. We are committed to helping our employees grow and succeed. We believe that you have the skills and drive to make a real impact. We foster a thriving internal community and are committed to creating a workplace that looks like the world that we serve.

The Information Technology group delivers secure, reliable technology solutions that enable DTCC to be the trusted infrastructure of the global capital markets. The team delivers high-quality information through activities that include development of essential, building infrastructure capabilities to meet client needs and implementing data standards and governance.

Pay and Benefits:

• Competitive compensation, including base pay and annual incentive
• Comprehensive health and life insurance and well-being benefits, based on location
• Pension / Retirement benefits
• Paid Time Off and Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.
• DTCC offers a flexible/hybrid model of 3 days onsite and 2 days remote (onsite Tuesdays, Wednesdays and a third day unique to each team or employee).

The Impact you will have in this role:

The role of Senior End User Services Analyst will be responsible for providing 1 st & 2 nd line support to DTCC employees 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, network connectivity 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.

• 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

Qualifications:

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

Talents Needed for Success:

The salary range is indicative for roles at the same level within DTCC across all US locations. Actual salary is determined based on the role, location, individual experience, skills, and other considerations. 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 essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.