Associate technology service desk on site support analyst ii

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. 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 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. 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 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. Flexibility in working hours. Knowledge of call centre metrics for operations support Ability to make sound decisions in real time crisis Excellent documentation skills Ability 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 Inclusion Bloomberg’s Gender Equality Index (GEI) Human Rights Campaign Foundation, 100% score Corporate Equality Index Best Places to Work for Disability Inclusion , Disability: IN – 100% score 100 Best Workplaces for Innovators, Fast Company CDP’s Climate Change ‘A List’ 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.