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 #LifeAtBNYMellon 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) .
Overview 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.
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