Senior End User Services Analyst

Senior End User Services Analyst

The Depository Trust & clearing Corporation
2-5 years
Not Specified

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 (VMwareCitrix)
  • 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 or connect with us on , , and 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

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.

Job Details

Employment Types:




ABOUT US About DTCC 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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