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 are 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).

The Technology Service Centre offers an opportunity to become part of a high-performing team with a passion for technology, always seeking to improve. We have 'Respect for Our Customers' Time' and are exploring automation opportunities and support improvement efforts within our expanding technology environments.

The Technology Service Centre - Service Desk Analyst provides first and second-line support for all desktop applications and technology-related activities. The core goal is to deliver Subject Matter Expertise for technical support to the Technology Services Group for all BNY Mellon Employees & Contractors, including a 24x7 follow-the-sun support model.

You will make an impact by:

• Providing first-line/SME technical support to all BNY Mellon Employees & Contractors
• Responding to requests for technical assistance via phone, chat, and self-service web tickets
• Assisting users with password resets and unlocks
• Troubleshooting Microsoft Office/Outlook 2013/16/O365
• Providing Smart Hands support (where applicable)
• Remaining current with support changes and adhering to company policies and incident management processes
• Remotely diagnosing and troubleshooting PC, printer, telephone, mobile (where applicable), VPN, and software issues
• Possessing knowledge about Virtual Desktop Infrastructure / Citrix environments
• Researching solutions using available knowledge bases
• Advising users on appropriate actions
• Logging all inquiries and incidents
• Assigning unresolved incidents to appropriate support teams promptly
• Escalating urgent incidents as per escalation procedures

To be successful, you should have:

• Management Call Center support experience
• Associate's or Bachelor's degree in a related discipline or equivalent work experience
• Previous technical desktop support experience, including MS Office Suite and customer service skills
• Knowledge of PC hardware and software
• Flexibility to work various hours and shifts, including holidays
• Knowledge of call center metrics and ITIL experience (preferred)
• Strong decision-making and documentation skills
• Ability to work independently or in a team
• Experience in securities or financial services (a plus)
• Excellent communication skills

BNY Mellon values diversity and inclusion, with numerous awards recognizing our efforts. We offer competitive compensation, benefits, and programs supporting your personal and financial well-being.

BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer.