Analyst, EUC

ICE; Hyderabad; On-site; INR 400,000 - 700,000; Full time

Job summary

Intercontinental Exchange (ICE) in Hyderabad seeks a Senior EUC Analyst to join a global End User Computing team. You will provide 24x7 hardware, software, network, and server support for Windows and Mac devices, manage incidents, and mentor junior analysts to improve processes.

The role requires strong communication, ownership of tickets, and ensuring end-user productivity. Shifts including weekends are expected, with experience in AD, end‑point management, VDI, VPN, and Apple/Android device

Qualifications

• 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

• Be part of a matured Global EUC team balancing technical problem-solving, customer service, and collaboration to ensure users access the hardware and software they need.
• Demonstrates urgency by owning Incidents/Requests and providing smart resolution to keep end-user productivity.
• Communicates clearly, listens to peers, and provides useful feedback.
• Provide 24x7 support coverage; comfortable working in shifts including weekends.
• Provide end-user hardware, software, network, and server support for Windows and Mac devices.
• Receive and manage incoming queries (Incidents/Requests) via chat, emails & web tickets; call end users if required.
• Prioritize issues appropriately and escalate when necessary.
• Focus on customer satisfaction in interactions with users.
• 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.

Skills

Customer service

Incident management

Communication

Shift work

Education

Bachelor's degree in Engineering or related field

Tools

Active Directory

End point management

VDI

VPN

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.

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 escalated 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