Posted by The Bank of New York Mellon Corporation, doing business as BNY Mellon, is an American worldwide banking and financial services holding company headquartered in New York City. It was formed as a result of the merger of The Bank of New York and Mellon Financial Corporation.
Service Desk/On-Site Support Analyst
Job Description:
Provides support to all IT-related activities and initiatives using established procedures, including guidance, assistance, coordination and follow-up on straightforward IT problems and ensures resolution. Provides guidance, assistance, coordination and follow-up on simple problems and ensures resolution using standard procedures. Provides support to a specific group of customers on applications, infrastructure and technology related activities for small, straightforward projects. Works with application developers and operations to support production applications and customer-specific operations. Contributes to the achievement of team objectives.
Key Responsibilities:
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.
Remain current with support changes/ updates and adherence to the Company Policies and Incident Management process.
Remotely diagnose and troubleshoot PC, printer, telephone, BYOD, VPN and software issues.
Should possess knowledge about Virtual Desktops Infrastructure /Citrix environment.
Should stay up to date with process and technology changes.
Research solutions using available knowledge base.
Advise user 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.
Remain current with support changes/ updates and adherence to the Company Policies and Incident Management process.
Qualifications
Bachelor’s degree in a related discipline or equivalent work experience is required.
Up to one (0-1) years of experience required, related internship experience is a plus.
Related internship experience is a plus.
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.
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