Analyst, EUC

ICE Clear Europe Limited; Hyderabad; On-site; INR 600,000 - 1,000,000; Full time

Job summary

ICE Clear Europe Limited in Hyderabad, India, is seeking an experienced End User Computing Analyst to join a global IT operations team. You will provide end-user hardware/software support, manage AD and device management, and assist in VDI, VPN and cross‑platform issues to keep users productive.

You will work in shifts including weekends, collaborate with peers, mentor junior analysts, and help document processes to improve efficiency and service quality across the organization.

Qualifications

• 3+ years hands-on experience in a technical support/ Service Desk/ End User Computing environment.
• Familiarity with Active Directory and end‑point management tools.
• Knowledge of Windows and Mac operating systems.

Responsibilities

• Provide end-user hardware, software, network and server support for Windows and Mac devices.
• Receive and resolve incidents/requests via chat, email and tickets with focus on customer satisfaction.
• Maintain users, groups and distribution lists and document processes.

Skills

End User Computing

Windows OS

Mac OS

Active Directory

Service Desk

VPN

VDI experience

Education

Bachelor's degree in Engineering, MIS, CIS, or related discipline

Tools

Service management tools

Endpoint management tools

VDI tools

Job description

Job Description

Job Purpose

Intercontinental Exchange (ICE) is a member of the Fortune 500 and a leading American financial services company that operates global exchanges and clearing houses for financial and commodity markets. Founded in 2000 to digitize energy trading, it has grown through major acquisitions, most notably becoming the owner of the New York Stock Exchange (NYSE) in 2013. Today, ICE operates across three main segments: exchanges, fixed income and data services, and mortgage technology. It plays a critical role in global finance by providing the infrastructure and technology needed for trading, risk management, and capital raising.

Intercontinental Exchange is seeking a motivated End User Computing Analyst to be part of a global team responsible for supporting and advancing our global corporate computing environment. ICE’s End User Computing group has reach into every aspect of our fast‑paced, dynamic company, using cutting‑edge technology and tools to provide for the needs of our users and the company. The ideal candidate is technically proficient and carries an eager attitude, thorough professionalism, and solid communication skills.

Responsibilities

• Be part of a matured and experienced Global End User Computing team, balance technical problem‑solving, customer service, and collaboration to ensure that the users throughout the organization can access and utilize the hardware and software they need for work
• Demonstrates a sense of urgency - Takes ownership of Incidents/ Requests and provides smart resolution so that the end user productivity is not impacted. Finds creative solutions - Improves processes and share innovative ideas
• Is clear and accurate in verbal and written communication - Listens to peers and supports employees - Follows directions and provides useful feedback
• 24x7 support coverage, hence candidate should be comfortable working in shifts including weekends
• Provide end user hardware, software, network, and server support for mostly Windows and some Mac devices
• Receive and manage incoming queries (Incidents/Requests) from users, via chat, emails & web tickets, also if required call end users
• Use experience and good judgement to prioritize issues appropriately and elevate when necessary
• Focus on customer satisfaction, while interaction with the users and working on the queries
• Maintain users, groups, and distribution lists
• Provision and troubleshoot file and print servers on the network
• Install/ uninstall, repair, update Windows 11 software
• Provide support in configuring and setting up Apple, Android, and other mobile devices
• Basic experience in troubleshooting VDI environment
• End-user VPN related connectivity resolution
• Mentor other EUC Analysts in groups and individually
• Effectively document and publish role and team responsibilities and repeatable processes
• Takes initiative to learn and perform Senior EUC Analysts core duties

Knowledge and Experience

• College degree in Engineering, MIS, CIS, or related discipline
• 3+ years hands‑on experience in a technical support/ Service Desk/ End User Computing Environment
• Familiarity with Service management tools, Active Directory and End point management tools
• Knowledge on Windows & Mac operating systems