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Infrastructure Services Specialist

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Information Technology
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190535 Requisition #
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Business Unit Description :


Enterprise Infrastructure (EI) strives to continuously innovate, transform, and improve operational efficiency at DTCC. 

This team maintains and improves our hardware, platforms, and connectivity, safeguarding the industry’s trusted infrastructure.


Position Summary :


This role is to be responsible for providing Helpdesk support to DTCC employee’s globally (Helpdesk Technician). The Helpdesk Technician will work on calls/ 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 (Blackberry/Iphone/BYOD) DTCC virtual infrastructure, laptops, Desktops and Printers. The Helpdesk Technician will troubleshoot technical support incidents by telephone, via e-mail, or through remote access tools in a timely and accurate fashion, and escalate support incidents to the relevant End User Support Local and 3rd level teams.


Specific Responsibilities :


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

 

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

 

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


* Participate in floor moves to relocate network connected workstations and printers as needed.


* Perform miscellaneous tasks as needed.


* Flexible work schedule to ensure global coverage including weekends and bank holidays


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