Global Service Desk_Associate_Workplace Operations & Support
Profile Description
We're seeking someone to join our team as (Associate) Global Service Desk to help build a new Service Desk from the ground up. The ideal candidate will be a visionary and leader for the team motivating them to provide world-class service. As a Service Desk manager, they will partner with our IT colleagues to identify and implement efficiency and excellence opportunities in order to get things done better and faster.
Enterprise_Technology
Enterprise Technology & Services (ETS) delivers shared technology services for Morgan Stanley supporting all business applications and end users. ETS provides capabilities for all stages of Morgan Stanley's software development lifecycle, enabling productive coding, functional and integration testing, application releases, and ongoing monitoring and support for over 3,000 production applications. ETS also delivers all workplace technologies (desktop, mobile, voice, video, productivity, intranet/internet) in integrated configurations that boost the personal productivity of employees. Application and end user functions are delivered on a scalable, secure, and reliable infrastructure composed of seamlessly integrated datacenter, network, compute, cloud, storage, and database functions.
Workforce Technology & Services
Workforce Technology & Services Provides the Firm's workforce with the technology, services and capabilities required to meet the needs of colleagues, partners and clients.
Workplace Operations & Support
This is Associate position that delivers efficient technical support and ensures smooth operations of the organization's workplace environment for end-users, including hardware, software, and network resources.
Morgan Stanley is an industry leader in financial services, known for mobilizing capital to help governments, corporations, institutions, and individuals around the world achieve their financial goals.
At Morgan Stanley India, we support the Firm's global businesses, with critical presence across Institutional Securities, Wealth Management, and Investment management, as well as in the Firm's infrastructure functions of Technology, Operations, Finance, Risk Management, Legal and Corporate & Enterprise Services. Morgan Stanley has been rooted in India since 1993, with campuses in both Mumbai and Bengaluru. We empower our multi-faceted and talented teams to advance their careers and make a global impact on the business. For those who show passion and grit in their work, there's ample opportunity to move across the businesses for those who show passion and grit in their work.
Interested in joining a team that's eager to create, innovate and make an impact on the world? Read on...
What you'll do in the role:
- Lead the Service Desk site. This will include responsibility for 30 -60 employees and contractors that will be engaged in: level 1 / 2 Support, knowledge management, major incident management, reporting and training.
- Convey vision, goals and direction for the team. Define overall strategy and direction. Act as a decision maker and team leader while empowering the team
- Encourage innovation and process improvement ideas
- Responsible for hiring and performance management
- Proactively understand the impact upcoming changes to desk and implement mitigating solutions
- Identify opportunities for efficiency improvement and automation
- Coach agents and leads to maintain first contact resolution rates and customer satisfaction rates at a satisfactory level while striving for service excellence
- Compile and provide reporting to Senior Management
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What you'll bring to the role:
- At least 4 years' relevant experience would generally be expected to find the skills required for this role
- Call-center management experience or equivalent required in a technical or customer service field.
- Previous Service Desk experience expected.
- Excellent written and oral communication skills required.
- Experience with Microsoft Office products, Windows 10, and general office computing tools required
- Experience with financial service firms
- College degree or equivalent experience required
- Excellent problem-solving skills required
WHAT YOU CAN EXPECT FROM MORGAN STANLEY:
We are committed to maintaining the first-class service and high standard of excellence that have defined Morgan Stanley for over 89 years. Our values - putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back - aren't just beliefs, they guide the decisions we make every day to do what's best for our clients, communities and more than 80,000 employees in 1,200 offices across 42 countries. At Morgan Stanley, you'll find an opportunity to work alongside the best and the brightest, in an environment where you are supported and empowered. Our teams are relentless collaborators and creative thinkers, fueled by their diverse backgrounds and experiences. We are proud to support our employees and their families at every point along their work-life journey, offering some of the most attractive and comprehensive employee benefits and perks in the industry. There's also ample opportunity to move about the business for those who show passion and grit in their work.
To learn more about our offices across the globe, please copy and paste https://www.morganstanley.com/about-us/global-offices into your browser.
Morgan Stanley is an equal opportunities employer. We work to provide a supportive and inclusive environment where all individuals can maximize their full potential. Our skilled and creative workforce is comprised of individuals drawn from a broad cross section of the global communities in which we operate and who reflect a variety of backgrounds, talents, perspectives, and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing, and advancing individuals based on their skills and talents.
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short-Term Disability
- Long-Term Disability
- Fitness Subsidies
- On-Site Gym
- Pet Insurance
- Mental Health Benefits
- FSA
- Virtual Fitness Classes
- HSA
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
- Return-to-Work Program
- Birth Parent or Maternity Leave
- Non-Birth Parent or Paternity Leave
- Adoption Leave
Work Flexibility
- Hybrid Work Opportunities
Office Life and Perks
- Commuter Benefits Program
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Leave of Absence
- Volunteer Time Off
- Personal/Sick Days
Financial and Retirement
- 401(K) With Company Matching
- Stock Purchase Program
- Performance Bonus
- Relocation Assistance
- Financial Counseling
Professional Development
- Tuition Reimbursement
- Promote From Within
- Mentor Program
- Access to Online Courses
- Lunch and Learns
- Work Visa Sponsorship
- Leadership Training Program
- Associate or Rotational Training Program
- Internship Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)