Analyst, EUC

Job Purpose

Intercontinental Exchange is seeking a motivated End User Computing Engineer to be part of a global team responsible for supporting and advancing our global corporate computing environment. ICEs 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 escalate 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 10 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.
• Mentors other EUC Analysts in groups and individually
• Effectively documents and publishes role and team responsibilities and repeatable processes
• Takes initiative to learn and perform Senior EUC Analysts core duties

Desirable 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