Associate, Technology Service Desk/On-Site Support Analyst II

Bring your ideas. Make history.

BNY Mellon offers an exciting array of future-forward careers at the intersection of business, finance, and technology. We are one of the world's top asset management and banking firms that manages trillions of dollars in assets, custody and/or administration. Known as the 'bank of banks' - 97% of the world's top banks work with us as we lead and serve our customers into the new era of digital.

With over 239 years of rich history and industry firsts, BNY Mellon has been built upon our proven ability to evolve, lead, and drive new ideas at every turn. Today, we're approximately 50,000 employees across 35 countries with a culture that empowers you to grow, take risks, experiment and be yourself. This is what is all about.

We're seeking a future team member for the role of ASSOCIATE, TECHNOLOGY SERVICE DESK/ON-SITE SUPPORT ANALYST II to join our TECHNOLOGY SERVICES GROUP (TSG) team. This role is located in MANCHESTER (HYBRID).

Overview

The Technology Service Centre offers an opportunity to become part of a high performing team with a passion for technology, which is always seeking to improve, and where we have 'Respect for Our Customers' Time.'

Technology Service Centre's Service Desk Analyst is responsible for providing the first and second line of support specific to all aspects of desktop applications and technology-related support activities. The core goal is to provide Subject Matter Expertise for technical support to the Technology Services Group for all BNY Mellon Employees & Contractors, including a follow-the-sun support model (24x7x365).

Key Responsibilities

• Provide first line/SME technical support to all BNY Mellon Employees & Contractors
• Respond to requests for technical assistance via phone, chat and Self-Service WEB tickets
• Assist users with Password resets and unlocks
• Troubleshoot Microsoft Office/Outlook 2013/16/O365
• Provide Smart Hands support assistance (where applicable)
• Remain current with support changes/updates and adherence to the Company Policies and Incident Management process
• Remotely diagnose and troubleshoot PC, printer, telephone, mobile (where applicable), VPN and software issues
• Possess knowledge about Virtual Desktops Infrastructure /Citrix environment
• Research solutions using available knowledge base
• Advise users on appropriate action
• Log all inquiries and incidents as required
• Assign unresolved Incidents to appropriate support teams in a timely manner
• Ensure incidents requiring urgent attention are escalated via the identified escalation management procedure

Qualifications

• Management Call Center support experience
• Associate's (or Bachelor's) degree in a related discipline or equivalent work experience
• Previous technical desktop support experience, experience with MS Office Suite products, and customer service / soft skills experience
• Knowledge of PC hardware and software
• Flexibility in working hours
• Knowledge of call center metrics for operations support
• HDI Support Center Manager Certification (preferred)
• Other IT Certifications, e.g., Microsoft (preferred)
• Ability to make sound decisions in real-time crisis
• Ability to follow set procedures and processes
• Excellent documentation skills
• Ability to work independently and/or in a team setting
• Experience in securities or financial services industry (a plus)
• Ability to multi-task and manage priorities with little supervision
• Strong communication skills
• Willingness to work in rotational shifts and on national holidays
• ITIL experience (advantage)

Our Culture and Benefits

BNY Mellon has received numerous awards including Fortune's Most Admired Companies, Bloomberg's Gender Equality Index, and others. We offer highly competitive compensation, benefits, and wellbeing programs rooted in a culture of excellence and a pay-for-performance philosophy. We support your personal and professional growth with flexible global resources and tools, and generous paid leaves.

BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer, committed to diversity and inclusion.