Associate technology service desk on site support analyst ii

OverviewTechnology Service Desk/On-Site Support AnalystBring 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.We’re seeking a future team member in the role of Technology Service Desk/On-Site Support Analyst to join our Technology Services Group (TSG) team. This role is located in MANCHESTER, ENGLAND – HYBRID .In this role, you’ll make an impact in the following ways:Provide first line/SME technical support to all BNY Mellon Employees ContractorsRespond 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 issuesShould possess knowledge about Virtual Desktops Infrastructure /Citrix environment.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:Adequate experience in Management Call Center support experienceAssociate 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.Flexibility in working hours.Knowledge of call centre metrics for operations supportAbility to make sound decisions in real time crisisExcellent documentation skillsAbility to work independently and/or in a team setting.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 InclusionBloomberg’s Gender Equality Index (GEI)Human Rights Campaign Foundation, 100% score Corporate Equality IndexBest Places to Work for Disability Inclusion , Disability: IN – 100% score100 Best Workplaces for Innovators, Fast CompanyCDP’s Climate Change ‘A List’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. Job Type: Full-time