senior end user services AnalystDTCC

Job Description:
Position Title: Senior End User 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
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. 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
BitLocker
Intune, BYOD
Bomgar
Laps UI
Microsoft Office 365
RSA Authentication Manager
Virtualization (VMware\Citrix)
Basic Networking understanding (TCP/IP)
Service Now
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.
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.
DTCC

Manila City, Metro Manila
Permanent
Full-time