Analyst, EUC

Intercontinental Exchange Holdings; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

Intercontinental Exchange (ICE) in Hyderabad, India, seeks an End User Computing Analyst to join our global team supporting the corporate computing environment. You will maintain hardware, software, and mobility services to keep users productive and secure.

The role requires 3+ years of hands-on technical support, familiarity with Active Directory and endpoint management tools, and proficiency with Windows and Mac systems.

Qualifications

• 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 of Windows and Mac operating systems.

Responsibilities

• Provide end user hardware, software, network, and server support for Windows and Mac devices.
• Receive and manage incidents/requests via chat, emails & web tickets.
• 24x7 support coverage; work in shifts including weekends.
• Mentor other EUC Analysts in groups and individually.
• Document and publish role and team responsibilities and repeatable processes.

Skills

Customer service

Problem solving

Communication

Education

Engineering degree

MIS degree

CIS degree

Tools

Active Directory

Endpoint management

Job description

Locations: Hyderabad, India

Req ID: 12883

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 escape 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
• Take 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