Senior End User Services Analyst
Job Description
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.
Why you would love this job?
The role of Senior End User Services Analyst will be responsible for providing 1st line support to DTCC employees globally. The analyst will work on tickets via the in-house incident management tool ServiceNow adhering to strict SLA's ranging from Hardware, Software, Telephony, Mobile Phone/BYOD, DTCC virtual infrastructure and Printers. The Senior End User Services Analyst 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.Deliver prompt support solutions for Windows computer systems, MacOS, Linux Virtual Terminals (VDI), and networked enterprise services by phone, via e-mail, or through remote sessions.
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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).
Qualifications
- Minimum of 3 years of related experience
- Bachelor's degree preferred or equivalent experience
- Desktop Support Experience
- Excellent Customer Service
- Excellent Communication Skills (oral and written)
- Windows OS
- Mac OS
- Active Directory
- BitLocker
- Intune, BYOD
- Bomgar
- Laps UI
- Microsoft Office 365
- PingID
- Virtualization (VMware\Citrix)
- 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.
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.
About Us
With over 50 years of experience, DTCC is the premier post-trade market infrastructure for the global financial services industry. From 20 locations around the world, DTCC, through its subsidiaries, automates, centralizes, and standardizes the processing of financial transactions, mitigating risk, increasing transparency, enhancing performance and driving efficiency for thousands of broker/dealers, custodian banks and asset managers. Industry owned and governed, the firm innovates purposefully, simplifying the complexities of clearing, settlement, asset servicing, transaction processing, trade reporting and data services across asset classes, bringing enhanced resilience and soundness to existing financial markets while advancing the digital asset ecosystem. In 2024, DTCC's subsidiaries processed securities transactions valued at U.S. $3.7 quadrillion and its depository subsidiary provided custody and asset servicing for securities issues from over 150 countries and territories valued at U.S. $99 trillion. DTCC's Global Trade Repository service, through locally registered, licensed, or approved trade repositories, processes more than 25 billion messages annually. To learn more, please visit us at www.dtcc.com or connect with us on LinkedIn , X , YouTube , Facebook and Instagram .
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.
Learn more about Clearance and Settlement by clicking here .
About the Team
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.
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short-Term Disability
- FSA
- HSA With Employer Contribution
- Long-Term Disability
- HSA
- Pet Insurance
- Mental Health Benefits
Parental Benefits
- On-site/Nearby Childcare
- Adoption Assistance Program
- Family Support Resources
- Birth Parent or Maternity Leave
- Non-Birth Parent or Paternity Leave
- Return-to-Work Program
Work Flexibility
- Hybrid Work Opportunities
- Work-From-Home Stipend
Office Life and Perks
- Casual Dress
- Snacks
- On-Site Cafeteria
- Commuter Benefits Program
- Company Outings
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
- Volunteer Time Off
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Financial Counseling
- Pension
Professional Development
- Work Visa Sponsorship
- Leadership Training Program
- Associate or Rotational Training Program
- Tuition Reimbursement
- Learning and Development Stipend
- Promote From Within
- Mentor Program
- Shadowing Opportunities
- Access to Online Courses
- Lunch and Learns
- Internship Program
- Professional Coaching
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
- Unconscious Bias Training