Associate, Technology Service Desk/On-Site Support Specialist
5 days ago
Job Summary
We are seeking a highly skilled and experienced Desktop Support Specialist to join our Technology Services Group (TSG) team. As a Desktop Support Specialist, you will be responsible for providing technical support to BNY Mellon employees and contractors, ensuring that they have access to the technology and tools they need to perform their jobs effectively.
Key Responsibilities
- Provide first and second line technical support for desktop applications and technology-related support activities
- 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, and other software applications
- Provide smart hands support assistance
- Remain current with support changes and updates, and adhere to company policies and incident management processes
- Diagnose and troubleshoot PC, printer, telephone, mobile, VPN, and software issues
- Research solutions using available knowledge bases
- Advise users on appropriate action
- Log all inquiries and incidents as required
- Assign unresolved incidents to appropriate support teams in a timely manner
- Escalate incidents requiring urgent attention via the identified escalation management procedure
Requirements
- Management call center support experience
- Associate's or Bachelor's degree in a related discipline or equivalent work experience
- 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
- HD I Support Center Manager Certification (preferred but not required)
- Other IT certifications (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 (a plus)
- Ability to multitask and manage priorities with little supervision
- Strong communication skills
- Ability to work rotational shifts and national holidays
- ITIL experience (an added advantage)
About BNY Mellon
BNY Mellon is a leading global financial services company that provides investment management, risk management, and investment services to institutions and individuals. We are committed to creating a diverse and inclusive workplace culture that values and respects the contributions of all employees.
Benefits
BNY Mellon offers a comprehensive benefits package that includes competitive compensation, benefits, and wellbeing programs. We provide access to flexible global resources and tools to support your life's journey, including generous paid leaves that can support you and your family through moments that matter.
Equal Employment Opportunity/Affirmative Action Employer
BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer. We are committed to creating a diverse and inclusive workplace culture that values and respects the contributions of all employees.
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