Analyst, EUC

Job Description Job Purpose Intercontinental Exchange (ICE) is a member of the Fortune 500 and a leading American financial services company that operates global exchanges and clearing houses for financial and commodity markets. Founded in 2000 to digitize energy trading, it has grown through major acquisitions, most notably becoming the owner of the New York Stock Exchange (NYSE) in 2013. Today, ICE operates across three main segments: exchanges, fixed income and data services, and mortgage technology. It plays a critical role in global finance by providing the infrastructure and technology needed for trading, risk management, and capital raising. Intercontinental Exchange is seeking a motivated End User Computing Analyst 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 workDemonstrates 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 ideasIs clear and accurate in verbal and written communication - Listens to peers and supports employees - Follows directions and provides useful feedback24x7 support coverage, hence candidate should be comfortable working in shifts including weekendsProvide end user hardware, software, network, and server support for mostly Windows and some Mac devicesReceive and manage incoming queries (Incidents/Requests) from users, via chat, emails & web tickets, also if required call end usersUse experience and good judgement to prioritize issues appropriately and escalate when necessaryFocus on customer satisfaction, while interaction with the users and working on the queriesMaintain users, groups, and distribution listsProvision and troubleshoot file and print servers on the networkInstall/ uninstall, repair, update Windows 11 softwareProvide support in configuring and setting up Apple, Android, and other mobile devicesBasic experience in troubleshooting VDI environmentEnd-user VPN related connectivity resolutionMentor other EUC Analysts in groups and individuallyEffectively document and publish role and team responsibilities and repeatable processesTakes initiative to learn and perform Senior EUC Analysts core duties Knowledge and Experience College degree in Engineering, MIS, CIS, or related discipline3+ years hands-on experience in a technical support/ Service Desk/ End User Computing EnvironmentFamiliarity with Service management tools, Active Directory and End point management toolsKnowledge on Windows & Mac operating systems .