BNY
Associate, Technology Service Desk/On-Site Support Analyst II
Job Location
Manchester, United Kingdom
Job Description
Job Description
At BNY, our culture empowers you to grow and succeed. As a leading global financial services company at the center of the world's financial system we touch nearly 20% of the world's investible assets. Every day around the globe, our 50,000+ employees bring the power of their perspective to the table to create solutions with our clients that benefit businesses, communities and people everywhere.
We continue to be a leader in the industry, awarded as a top home for innovators and for creating an inclusive workplace. Through our unique ideas and talents, together we help make money work for the world. This is what #LifeAtBNY is all about.
We're seeking a future team member for the role of Associate, Technology Service Desk/On-Site Support Analyst to join our Technology Services Group team. This role is located in Manchester (hybrid).
Overview
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 is responsible for providing the first and second 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 Employees & Contractors inclusive of a follow the sun support model (24x7x365) model.
In this role, you'll make an impact in the following ways:
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.
Research solutions using available knowledge base.
Advise users 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.
To be successful in this role, we're seeking the following:
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.
At BNY, our culture speaks for itself. Here's a few of our awards:
World's Most Admired Companies, Fortune 2024
Human Rights Campaign Foundation, Corporate Equality Index, 100% score, 2023-2024
Best Places to Work for Disability Inclusion , Disability: IN - 100% score, 2023-2024
"Most Just Companies", Just Capital and CNBC, 2024
Dow Jones Sustainability Indices, Top performing company for Sustainability, 2024
Bloomberg's Gender Equality Index (GEI), 2023
Our Benefits and Rewards:
BNY 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, including paid volunteer time, that can support you and your family through moments that matter.
BNY is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.
Location: Manchester, GB
Posted Date: 9/23/2024
At BNY, our culture empowers you to grow and succeed. As a leading global financial services company at the center of the world's financial system we touch nearly 20% of the world's investible assets. Every day around the globe, our 50,000+ employees bring the power of their perspective to the table to create solutions with our clients that benefit businesses, communities and people everywhere.
We continue to be a leader in the industry, awarded as a top home for innovators and for creating an inclusive workplace. Through our unique ideas and talents, together we help make money work for the world. This is what #LifeAtBNY is all about.
We're seeking a future team member for the role of Associate, Technology Service Desk/On-Site Support Analyst to join our Technology Services Group team. This role is located in Manchester (hybrid).
Overview
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 is responsible for providing the first and second 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 Employees & Contractors inclusive of a follow the sun support model (24x7x365) model.
In this role, you'll make an impact in the following ways:
- Provide first line/SME technical support to all BNY 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.
Research solutions using available knowledge base.
Advise users 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.
To be successful in this role, we're seeking the following:
- Education 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.
At BNY, our culture speaks for itself. Here's a few of our awards:
- America's Most Innovative Companies, Fortune, 2024
World's Most Admired Companies, Fortune 2024
Human Rights Campaign Foundation, Corporate Equality Index, 100% score, 2023-2024
Best Places to Work for Disability Inclusion , Disability: IN - 100% score, 2023-2024
"Most Just Companies", Just Capital and CNBC, 2024
Dow Jones Sustainability Indices, Top performing company for Sustainability, 2024
Bloomberg's Gender Equality Index (GEI), 2023
Our Benefits and Rewards:
BNY 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, including paid volunteer time, that can support you and your family through moments that matter.
BNY is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.
Location: Manchester, GB
Posted Date: 9/23/2024
Contact Information
| Contact | Human Resources BNY |
|---|