Senior End User Services 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 incentive
• Comprehensive health and life insurance and well-being benefits, based on location
• Retirement benefits
• Paid Time Off and other leave of absence
• DTCC offers a flexible/hybrid model of 3 days onsite and 2 days remote (Onsite Tuesdays, Wednesdays and a third day of your choosing)

Why you'll love this job:

The role of Senior End User Services Analyst will be responsible for providing 1st & 2nd 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 solve technical support incidents (in person, by telephone, via e-mail, or through remote access tools) in a timely and accurate fashion and advance support incidents to the relevant 3rd Line teams.

Your Primary Responsibilities:

• 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.
• Effectively resolve sophisticated workstation issues.
• Effectively document all support efforts into the incident tracking system.
• Assist with address outages/interruption of services hosted by DTCC.
• Supply to the ongoing cycle of improving Desktop processes.
• Aligns risk and control processes into day-to-day responsibilities to monitor and mitigate risk; advances appropriately.
• Weekend work - as needed and recurring On Call Support rotation.
• Technical ability to diagnose and resolve root cause.
• Experience working with Active Directory
• Basic Audio-Visual support knowledge for Cisco, Crestron systems, Neat, Poly
• Basic video cameras, microphones, speakers, TVs, conference room equipment knowledge
• Ability to document work and understand technical procedural.
• Ability to use ServiceNow (Ticketing tool) to handle Technology Service Management calls/incidents/tasks.
• Strong working knowledge of Apple technology (Mac OS, iCloud, iPad OS and iPhones)
• Windows workstation and operating system support including working knowledge of Microsoft Office 365 suite.
• Exceptional knowledge of desktop/laptop and mobile devices (Apple mobile/Android devices / Microsoft Intune Administration, iPhones, iPads, Macs) including enterprise deployment and support
• Accountability: Demonstrates reliability by taking necessary actions to continuously meet required deadlines and goals.
• Global Collaboration: Applies global perspective when working within a team by being aware of own style and ensuring all relevant parties are involved in critical team tasks and decisions.
• Communication: Articulates information clearly and presents information effectively and authoritatively when working with others
• Influencing: Convinces others by making a strong case, bringing others along to their viewpoint; maintains strong, trusting relationships while at the same time is comfortable complicated ideas.
• Innovation and Creativity: Thinks boldly and out of the box, generates new insights and processes, and confidently pursues.
• Set realistic expectations with the end-user and communicate issues which negatively impact expectations in a timely manner.

**NOTE: The Primary Responsibilities of this role are not limited to the details above. **

Talents Needed For Success:

• Minimum of 3 years of related experience
• Bachelor's degree preferred

Additional Qualifications

• Desktop Support Experience
• Excellent Customer Service
• Good Communication Skills (oral and written)
• Active Directory
• McAfee EPO
• Intune, iPhones
• Bomgar
• Laps UI
• Microsoft Office 365
• Virtualization (VMware\\Citrix)
• Basic Networking understanding (TCP/IP)
• Service Now

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 crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

About Us

DTCC safeguards the financial markets and helps them run efficiently, in times of prosperity and crisis. We are uniquely positioned at the center of global trading activity, processing over 100 million financial transactions every day, pioneering industry-wide, post-trade solutions and maintaining multiple data and operating centers worldwide. From where we stand, we can anticipate the industry's needs and we're working to continually improve the world's most resilient, secure and efficient market infrastructure. Our employees are driven to deliver innovative technologies that improve efficiency, lower cost and bring stability and certainty to the post-trade lifecycle.

DTCC proudly supports Flexible Work Arrangements favoring openness and gives people freedom to do their jobs well, by encouraging diverse opinions and emphasizing teamwork. When you join our team, you'll have an opportunity to make meaningful contributions at a company that is recognized as a thought leader in both the financial services and technology industries. A DTCC career is more than a good way to earn a living. It's the chance to make a difference at a company that's truly one of a kind.

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About the Team

IT Architecture and Enterprise Services are responsible for enabling digital transformation of DTCC. The group manages complexity of the technology landscape within DTCC and enhances agility, robustness and security of the technology footprint. It does so by serving as the focal point for all technology architectural activities in the organization as well as engineering a portfolio of foundational technology assets to enable our digital transformation.