End User Services & Support Senior 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 will troubleshoot technical support incidents mainly by telephone, chat, e-mail, or through remote access tools in a timely and accurate fashion and escalate support incidents to the relevant 2nd and 3rd line teams.
if not hired, APAC DWS team will not have enough support people to provide 1st line of support team

Qualifications:

• Minimum of 2 years of related experience
• Bachelor's degree preferred or equivalent experience
• Desktop Support Experience
• Excellent Customer Service
• Ecellent Communication Skills (oral and written)
• Windows OS
• Mac OS
• Active Directory
• BitLocker
• Intune, BYOD
• Bomgar
• Microsoft Office 365
• PingID
• Virtualization (VMwareCitrix)
• Basic Networking understanding (TCP/IP)
• Service Now

Talents Needed for Success:

• 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.
• 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.