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BNY Mellon

Lead Technology Service Desk/On-Site Support Analyst

Chennai, India


Lead Technology Service Desk/On-Site Support Analyst

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 238 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.

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We're seeking future team members for our Engineering business with roles located in Chennai and Pune in HYBRID positions.


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

he 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." We are aggressively using innovative techniques, exploring automation opportunities and bridging the support improvement efforts within our expanding technology environments.

Technology Service Centre - Service Desk Analyst (1st Level Support)

Responsible for providing the first 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 inclusive of a follow the sun support model (24x7x365) model.

Key Responsibilities Include daily, weekly, monthly:
  • 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
  • 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 user 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
  • 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 center 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.
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.

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:

Client-provided location(s): Chennai, Tamil Nadu, India
Job ID: BNY_Mellon-36466
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • Health Insurance
    • Health Reimbursement Account
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • Short-Term Disability
    • Long-Term Disability
    • FSA
    • HSA
    • HSA With Employer Contribution
  • Parental Benefits

    • Birth Parent or Maternity Leave
    • Non-Birth Parent or Paternity Leave
  • Work Flexibility

    • Flexible Work Hours
    • Remote Work Opportunities
  • Office Life and Perks

    • Commuter Benefits Program
  • Vacation and Time Off

    • Paid Vacation
    • Paid Holidays
    • Personal/Sick Days
    • Sabbatical
    • Leave of Absence
  • Financial and Retirement

    • 401(K)
    • 401(K) With Company Matching
    • Performance Bonus
  • Professional Development

    • Tuition Reimbursement
    • Promote From Within
    • Mentor Program
    • Shadowing Opportunities
    • Access to Online Courses
  • Diversity and Inclusion

    • Diversity, Equity, and Inclusion Program