End User Services And Support Senior Analyst

The Depository Trust & Clearing Corporation (DTCC); Hyderabad; Hybrid; INR 350,000 - 700,000; Full time

Benefits offered by this job

Flexible/hybrid model of 3 days onsite

Health insurance

Pension / Retirement benefits

Paid Time Off & Leaves

Job summary

DTCC in Hyderabad, India, is seeking a Desktop Support professional to deliver high-quality technical assistance. The role involves troubleshooting incidents via phone, chat, and email, with on-site and remote support as part of a flexible hybrid model.

You will work with 2nd/3rd line teams to resolve issues and document all activities. The ideal candidate has 2+ years of desktop support experience, strong customer service, and solid knowledge of Windows and Mac environments, AD, and various IT

Qualifications

• 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)
• Windows OS
• Mac OS
• Active Directory
• BitLocker
• Intune, BYOD
• Bomgar
• Microsoft Office 365
• PingID
• Virtualization (VMware/Citrix)
• Basic Networking understanding (TCP/IP)
• Service Now

Responsibilities

• Troubleshoot technical support incidents by phone, chat, email or remote access
• Escalate incidents to 2nd and 3rd line teams
• Document all support efforts in the incident system
• Troubleshoot outages and interruptions of services
• Contribute to ongoing improvement of desktop processes
• Align risk and control processes with day-to-day responsibilities and escalate where needed
• Occasional weekend/on-call support as required

Skills

Desktop support

Customer service

Communication

Education

Bachelor's degree or equivalent

Tools

Windows OS

Mac OS

Active Directory

BitLocker

Intune

BYOD

Bomgar

Microsoft Office 365

PingID

VMware/Citrix

TCP/IP networking

Service Now

Job description

Job Description:

Are you ready to make an impact at DTCC?

Do you want to work on innovative projects, collaborate with a dynamic and supportive team, and receive investment in your professional development? At DTCC, we are at the forefront of innovation in the financial markets. We are committed to helping our employees grow and succeed. We believe that you have the skills and drive to make a real impact. We foster a thriving internal community and are committed to creating a workplace that looks like the world that we serve.

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.

Pay and Benefits:

• Competitive compensation, including base pay and annual incentive
• Comprehensive health and life insurance and well-being benefits, based on location
• Pension / Retirement benefits
• Paid Time Off and Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.
• DTCC offers a flexible/hybrid model of 3 days onsite and 2 days remote (onsite Tuesdays, Wednesdays and a third day unique to each team or employee).

The Impact you will have in this role:

The role will troubleshoot technical support incidents mainly by telephone, chat, e-mail, or through remote access tools in a timely and accurate fashion and escalated support incidents to the relevant 2nd and 3rd line teams.

if not hired, APAC DWS team will not have enough support people to provide 1st line of support team

Qualifications:

• Minimum of 2 years of related experience
• Bachelors degree preferred or equivalent experience
• Desktop Support Experience
• Excellent Customer Service
• Ecellent Communication Skills (oral and written)
• Windows OS
• Mac OS
• Active Directory
• BitLocker
• Intune, BYOD
• Bomgar
• Microsoft Office 365
• PingID
• Virtualization (VMware\Citrix)
• Basic Networking understanding (TCP/IP)
• Service Now

Talents Needed for Success:

• 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.
• 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.

Actual salary is determined based on the role, location, individual experience, skills, and other considerations. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

With over 50 years of experience, DTCC is the premier post-trade market infrastructure for the global financial services industry. From 20 locations around the world, DTCC, through its subsidiaries, automates, centralizes, and standardizes the processing of financial transactions, mitigating risk, increasing transparency, enhancing performance and driving efficiency for thousands of broker/dealers, custodian banks and asset managers. Industry owned and governed, the firm innovates purposefully, simplifying the complexities of clearing, settlement, asset servicing, transaction processing, trade reporting and data services across asset classes, bringing enhanced resilience and soundness to existing financial markets while advancing the digital asset ecosystem. In 2024, DTCC’s subsidiaries processed securities transactions valued at U.S. $3.7 quadrillion and its depository subsidiary provided custody and asset servicing for securities issues from over 150 countries and territories valued at U.S. $99 trillion. DTCC’s Global Trade Repository service, through locally registered, licensed, or approved trade repositories, processes more than 25 billion messages annually. To learn more, please visit us at www.dtcc.com or connect with us on LinkedIn, X, YouTube, Facebook and Instagram.

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.

Learn more about Clearance and Settlement by clicking here.