Senior End User Services Analyst

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:

• Set realistic expectations with the end-user and communicate issues which negatively impact expectations in a timely manner.

• 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 expertly 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

• challenges as new avenues of opportunity

**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 or equivalent experience

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
• RSA Authentication Manager
• Virtualization (VMwareCitrix)
• Basic Networking understanding (TCP/IP)
• Service Now

Who We Are:
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.