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 #LifeAtBNYMellon 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, 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 for all desktop applications and technology-related 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 24×7 support model. 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 adhere to company policies and incident management processes Remotely diagnose and troubleshoot PC, printer, telephone, mobile (where applicable), VPN, and software issues Possess knowledge of Virtual Desktops Infrastructure / Citrix environment Research solutions using available knowledge base Advise users on appropriate actions Log all inquiries and incidents as required Assign unresolved incidents to support teams in a timely manner Ensure incidents requiring urgent attention are escalated appropriately 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, knowledge of MS Office Suite, and customer service skills Knowledge of PC hardware and software Flexibility in working hours Knowledge of call center metrics HDI Support Center Manager Certification (preferred) Other IT Certifications, e.g., Microsoft (preferred) Ability to make sound decisions in crises Ability to follow procedures and processes Excellent documentation skills Ability to work independently and in teams Experience in securities or financial services industry (a plus) Ability to multitask and manage priorities with little supervision Strong communication skills Work in rotational shifts and on national holidays ITIL experience (an advantage) Awards and Benefits BNY Mellon has been recognized as one of Fortune\’s Most Admired Companies, Top 20 for Diversity and Inclusion, and more. We offer competitive compensation, benefits, and wellbeing programs, with resources for your personal and professional growth. BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer, committed to diversity and inclusion. #J-18808-Ljbffr