End User Services Analyst

DTCC•Coppell, TX

13h•Hybrid

About The Position

The Senior End User Services Analyst will work on incidents and tasks via the in-house incident management tool Service Now adhering to strict SLAs. Incidents range from Hardware, Software, Telephony, Mobile Phone (BYOD) DTCC virtual infrastructure and Printers. The End User Services Associate 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. Your Primary Responsibilities: This position is for an Executive Service person dedicated to delivering the highest level of technology service to VIPs of the Firm, including the external board members, management committee and all members of the C-Suite.  The Executive Service professional is responsible for the ongoing support of senior members of the firm.  Executive Service professionals serve as a single point of contact, communication and coordination for any technology issues, requests and questions senior management may have.  Executive Service professionals must understand the various technology resources available to senior managers and be able to speak to the benefits and drawbacks to each.  Executive Service professionals will also be required to liaise with other teams in order to research, understand and implement standard and non-standard solutions. Executive Service coverage would include on-call rotation during off-hours in order.  Executive Service professionals are also expected to travel to other offices and locations in order to provide offsite support when required.  Experience working with Active Directory  Basic Audio-Visual support knowledge for Cisco / Crestron systems Home Support Visits Ping ID Authentication Manager Ability to document work and understand technical procedural  Ability to use ServiceNow (Ticketing tool) to manage Technology Service Management calls/incidents/tasks  Solid understanding of network transfer protocols for supported services Strong working knowledge of Apple technology (Mac OS, iCloud, iPad OS and iPhones) This includes incidents/problems, requests and communications, standard or non-standard.  Given the demanding nature of the position and level of the users supported, Executive Service professionals must have deep technical solve abilities.  They are expected to demonstrate ownership and manage incident resolution from end-to-end, marshalling firm resources to provide resolutions and information in a highly adaptable manner.  In addition, Executive Service professionals need to be able to advance and provide transparency, as appropriate, to senior Technology management. 

Requirements

Entry Level – internship experience highly preferred
Bachelor's degree required

Responsibilities

This position is for an Executive Service person dedicated to delivering the highest level of technology service to VIPs of the Firm, including the external board members, management committee and all members of the C-Suite.
The Executive Service professional is responsible for the ongoing support of senior members of the firm.
Executive Service professionals serve as a single point of contact, communication and coordination for any technology issues, requests and questions senior management may have.
Executive Service professionals must understand the various technology resources available to senior managers and be able to speak to the benefits and drawbacks to each.
Executive Service professionals will also be required to liaise with other teams in order to research, understand and implement standard and non-standard solutions.
Executive Service coverage would include on-call rotation during off-hours in order.
Executive Service professionals are also expected to travel to other offices and locations in order to provide offsite support when required.
Experience working with Active Directory
Basic Audio-Visual support knowledge for Cisco / Crestron systems
Home Support Visits
Ping ID Authentication Manager
Ability to document work and understand technical procedural
Ability to use ServiceNow (Ticketing tool) to manage Technology Service Management calls/incidents/tasks
Solid understanding of network transfer protocols for supported services
Strong working knowledge of Apple technology (Mac OS, iCloud, iPad OS and iPhones)
This includes incidents/problems, requests and communications, standard or non-standard.
Given the demanding nature of the position and level of the users supported, Executive Service professionals must have deep technical solve abilities.
They are expected to demonstrate ownership and manage incident resolution from end-to-end, marshalling firm resources to provide resolutions and information in a highly adaptable manner.
In addition, Executive Service professionals need to be able to advance and provide transparency, as appropriate, to senior Technology management.

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).

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