Associate Director End User Services

Coppell, TX, United States

Job Description

The role of Senior End User Services Analyst will be responsible for providing 1st & 2nd line support to DTCC employee's globally. The Senior End User Services Analyst will work on incidents and tasks via the in-house incident management tool Service Now adhering to strict SLA's. Incidents range from Hardware, Software, Telephony, Mobile Phone (BYOD) DTCC virtual infrastructure, network connectivity and Printers. The Senior End User Services Analyst will troubleshoot technical support incidents (in person, by telephone, via e-mail, or through remote access tools) in a timely and accurate fashion and escalate support incidents to the relevant 3rd Line teams.

Are you ready to explore a world of possibilities?

Join our DTCC family, and you'll grow your expertise and become the best version of you. As you embark on a new journey, you'll be supported and surrounded by other experts as you learn new skills, advance your career, and see the impact of your efforts every day.

Pay and Benefits:

Competitive compensation, including base pay and annual incentive

Comprehensive health and life insurance and well-being benefits, based on location

Retirement benefits

Paid Time Off and other leave of absence

DTCC offers a flexible/hybrid model of 3 days onsite and 2 days remote (Onsite Tuesdays, Wednesdays and a third day of your choosing)

Why you'll love this job:

The role of Senior End User Services Analyst will be responsible for providing 1st & 2nd line support to DTCC employee's globally. The Senior End User Services Analyst will work on incidents and tasks via the in-house incident management tool Service Now adhering to strict SLA's. Incidents range from Hardware, Software, Telephony, Mobile Phone (BYOD) DTCC virtual infrastructure, network connectivity and Printers. The Senior End User Services Analyst will solve technical support incidents (in person, by telephone, via e-mail, or through remote access tools) in a timely and accurate fashion and advance support incidents to the relevant 3rd Line teams.

Your Primary Responsibilities:

Set realistic expectations with the end-user and communicate issues which negatively impact expectations in a timely manner.

Deliver prompt support solutions for Windows computer systems, Linux Virtual Terminals (VDI) Cisco phone and networked enterprise services by phone, in person, via e-mail, or through remote sessions.

Effectively resolve sophisticated workstation issues.

Optimally document all support efforts into the incident tracking system.

Assist with tackle outages/interruption of services hosted by DTCC.

Supply to the ongoing cycle of improving Desktop processes.

Aligns risk and control processes into day to day responsibilities to monitor and mitigate risk; advances appropriately

Weekend work - as needed and recurring On Call Support rotation

Technical ability to diagnose and resolve root cause.

Experience working with Active Directory

Basic Audio-Visual support knowledge for Cisco, Crestron systems, Neat, Poly

Basic video cameras, microphones, speakers, TVs, conference room equipment knowledge

Ability to document work and understand technical procedural

Ability to use ServiceNow (Ticketing tool) to handle Technology Service Management calls/incidents/tasks

Strong working knowledge of Apple technology (Mac OS, iCloud, iPad OS and iPhones)

Windows workstation and operating system support including working knowledge of Microsoft Office 365 suite

Exceptional knowledge of desktop/laptop and mobile devices (Apple mobile/Android devices / Microsoft Intune Administration, iPhones, iPads, Macs) including enterprise deployment and support

Accountability: Demonstrates reliability by taking necessary actions to continuously meet required deadlines and goals.

Global Collaboration: Applies global perspective when working within a team by being aware of own style and ensuring all relevant parties are involved in critical team tasks and decisions

Communication: Articulates information clearly and presents information effectively and confidently when working with others

Influencing: Convinces others by making a strong case, bringing others along to their viewpoint; maintains strong, trusting

relationships while at the same time is comfortable complicated ideas.

Innovation and Creativity: Thinks ambitiously and out of the box, generates new insights and processes, and confidently pursues

challenges as new avenues of opportunity

**NOTE: The Primary Responsibilities of this role are not limited to the details above. **

Talents Needed For Success:

Minimum of 8 years of related experience

Bachelor's degree preferred or equivalent experience

Additional Qualifications:

Desktop Support Experience

Excellent Customer Service

Good Communication Skills (oral and written)

Active Directory

McAfee EPO

Intune, iPhones

Bomgar

Laps UI

Microsoft Office 365

RSA Authentication Manager

Virtualization (VMwareCitrix)

Basic Networking understanding (TCP/IP)

Service Now

Who We Are:

The salary range is indicative for roles at the same level within DTCC across all US locations. 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 crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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