End User Services & Support Senior Analyst

The Depository Trust & Clearing Corporation (DTCC); Hyderabad; Hybrid; INR 500,000 - 750,000; Full time

Benefits offered by this job

Health and life insurance

Pension / Retirement benefits

Paid Time Off

Hybrid work model (3 onsite / 2 remote

Job summary

DTCC in Hyderabad, India is seeking a Desktop Support specialist to join the APAC DWS team. You will troubleshoot incidents via phone, chat, email or remote tools, and coordinate with 2nd/3rd line teams to restore services.

The role requires strong customer service and communication, Windows and Mac OS experience, and familiarity with AD, Intune and virtualization. You’ll work in a hybrid model with 3 days onsite and 2 days remote, supporting a diverse user base while contributing to ongoing

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 mainly by telephone, chat, e-mail, or through remote access tools in a timely and accurate fashion.
• Escalate support incidents to the relevant 2nd and 3rd line teams.
• 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.

Skills

Desktop Support

Customer Service

Communication Skills

Windows OS

Mac OS

Active Directory

BitLocker

Intune

BYOD

Bomgar

Office 365

PingID

VMware

Citrix

TCP/IP

ServiceNow

Education

Bachelor's degree preferred

Tools

Bomgar

ServiceNow

Intune

VMware

Citrix

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 escape 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
• Bachelor's 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.