Overview
Content 1: Who we are
BNY Mellon is a global investments company dedicated to helping its clients manage and service their financial assets throughout the investment lifecycle. Whether providing financial services for institutions, corporations or individual investors, BNY Mellon delivers informed investment and wealth management and investment services in 35 countries. As of June 30, 2022, BNY Mellon had $43.0 trillion in assets under custody and/or administration, and $1.9 trillion in assets under management. BNY Mellon can act as a single point of contact for clients looking to create, trade, hold, manage, service, distribute or restructure investments. BNY Mellon is the corporate brand of The Bank of New York Mellon Corporation (NYSE: BK). Additional information is available on www.bnymellon.com . Follow us on Twitter @BNYMellon or visit our newsroom at www.bnymellon.com/newsroom for the latest company news.
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Content 2: About Us
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 & 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.
Job description :
The 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.
- Looking for the best way to invest in your success? Check out the Lead Technology Services Desk/Onsite Support Analyst position with the BNY
- Mellon [enter business line here] team.
- Make your mark at BNY Mellon with the Lead Technology Services Desk/Onsite Support Analyst position.
- We're looking for Lead Technology Services Desk/Onsite Support Analyst position to bring innovative thinking to the BNY Mellon TSG team.
- Take ownership of your career with a Lead Technology Services Desk/Onsite Support Analyst position role at BNY Mellon.
- Looking for a unique opportunity to enhance your career with a global organization? BNY Mellon is looking for
- Lead Production Service Application Support Analyst position to contribute to our inclusive, collaborative culture.
- Make an impact! Join the BNY Mellon team by contributing as a Lead Technology Services Desk/Onsite Support Analyst position.
- Grow your career as a Lead Technology Services Desk/Onsite Support Analyst position at BNY Mellon.
- BNY Mellon is looking for a Lead Technology Services Desk/Onsite Support Analyst position to collaborate with our TSG team.
- Our TSG team is looking for innovative thinkers to fill the Lead Technology Services Desk/Onsite Support Analyst position role. Interested?.
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.