Analyst, EUC

Intercontinental Exchange Holdings, Inc.; Hyderabad; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Intercontinental Exchange (ICE) is seeking a motivated End User Computing Analyst to join a global team supporting the corporate computing environment. The role involves providing hardware, software, network, and server support for Windows and Mac devices, handling incidents, requests, and prioritizing effectively to ensure user productivity.

Candidate should have 3+ years in technical support/Service Desk, familiarity with Active Directory and endpoint management tools, and strong communication

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 on Windows & Mac operating systems.

Responsibilities

• Be part of a Mature Global EUC team balancing technical problem-solving, customer service, and collaboration to ensure users access hardware and software they need.
• Takes ownership of incidents/requests and provides smart resolution so end-user productivity is not impacted.
• Provide end user hardware, software, network, and server support for Windows and Mac devices.
• Receive and manage queries from users via chat, emails, and web tickets; call end users if required.
• Prioritize issues and elevate when necessary; maintain user groups and distribution lists.
• Document and publish role responsibilities and repeatable processes.
• Mentor other EUC Analysts in groups and individually.

Skills

End User Computing

Active Directory

Windows

Mac OS

Service Management Tools

Technical Support

Customer Service

Education

Engineering/MIS/CIS degree

Tools

End point management tools

Job description

Job Description

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
• 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