Desktop Support/ Analyst

We're seeking a future team member in the role of Service Desk Analyst to join our Technology Service Centre team with a Production Services organization This role is located in Pittsburgh, PA - HYBRID.

In this role, you'll make an impact in the following ways:

• 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
• Should possess knowledge about Virtual Desktops Infrastructure /Citrix environment.
• Should stay up to date with process and Technology changes.
• 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.
• Responsible for ensuring incidents requiring urgent attention are escalated via the identified escalation management procedure.
• Remain current with support changes/ updates and adherence to the Company Policies and Incident Management process.

To be successful in this role, we're seeking the following:

• Minimum of 3+ Years Management Call Center support experience
• Associate's (or Bachelor's) degree in a related discipline or equivalent work experience required.
• 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 centre metrics for operations support
• HDI Support Center Manager Certification (preferred but not required)
• Other IT Certifications, i.e. Microsoft (preferred but not required)
• 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 the securities or financial services industry is a plus.
• Must have Ability to Multi-task and manage priorities with little supervision.
• Must have strong communications skills
• Should work in Rotational shifts and national holidays.
• ITIL experience would be added advantage

. At BNY Mellon, our inclusive culture speaks for itself. Here's a few of our awards:

• Fortune World's Most Admired Companies & Top 20 for Diversity and Inclusion
• Bloomberg's Gender Equality Index (GEI)
• Best Places to Work for Disability Inclusion , Disability: IN - 100% score
• 100 Best Workplaces for Innovators, Fast Company
• Human Rights Campaign Foundation, 100% score Corporate Equality Index
• CDP's Climate Change 'A List'

Our Benefits:

BNY Mellon offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy. We provide access to flexible global resources and tools for your life's journey. Focus on your health, foster your personal resilience, and reach your financial goals as a valued member of our team, along with generous paid leaves that can support you and your family through moments that matter.

BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.

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Provides support to all IT-related activities and initiatives using established procedures, including guidance, assistance, coordination and follow-up on straightforward IT problems and ensures resolution. Provides local smart hands capability and maintains management of End user Assets.Provides IT/Desktop support services including frontline subject matter expertise to employees to ensure that all service levels are achieved, local and organisational changes are supported including the provision of established procedures, including guidance, assistance, coordination and follow-up on straightforward IT problems and ensures resolution and smart hands activity. Supports the onboarding and implementation of new products and services and support the end user engagement and education of technology services. Responsible for the maintenance and upkeep of the organisations tracking of end user assets and responsible for diagnosing and resolving technical hardware and software issues. To understand configuration and functionality of site technology (including any space where technology is consumed) To have basic troubleshooting knowledge to support the primary products and services used by the end user employee base. Working knowledge of diagnosing and resolving technical hardware and software issues, Internet connectivity and Microsoft operating systems and office suite.Contributes to the achievement of team objectivesMODIFIED BASED UPON LOCAL REGULATIONS/REQUIREMENTSBachelor's degree in a related discipline requiredTypically requires no previous professional experience or 2+ years experience in a Tech Help Desk support capacity; related internship experience is a plus. BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer. Minorities/Females/Individuals with Disabilities/Protected Veterans. Our ambition is to build the best global team - one that is representative and inclusive of the diverse talent, clients and communities we work with and serve - and to empower our team to do their best work. We support wellbeing and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums.

Employer Description:

For over 230 years, the people of BNY Mellon have been at the forefront of finance, expanding the financial markets while supporting investors throughout the investment lifecycle. BNY Mellon can act as a single point of contact for clients looking to create, trade, hold, manage, service, distribute or restructure investments and safeguards nearly one-fifth of the world's financial assets. BNY Mellon remains one of the safest, most trusted and admired companies. Every day our employees make their mark by helping clients better manage and service their financial assets around the world. Whether providing financial services for institutions, corporations or individual investors, clients count on the people of BNY Mellon across time zones and in 35 countries and more than 100 markets. It's the collective ambition, innovative thinking and exceptionally focused client service paired with a commitment to doing what is right that continues to set us apart. Make your mark: bnymellon.com/careers.

EEO Statement:

BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer. Minorities/Females/Individuals With Disabilities/Protected Veterans. Our ambition is to build the best global team - one that is representative and inclusive of the diverse talent, clients and communities we work with and serve - and to empower our team to do their best work. We support wellbeing and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums.