BNY Mellon Careers

Technology Service Centre Supervisor

Manchester, United Kingdom
Information Technology


Job Description

Technology Service Centre - Supervisor 

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 & 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.

Client Technology Solutions provides our business partners with client-focused, technology-based solutions. These enhance their ability to be successful through world-class software solutions and leading-edge infrastructure. Client Technology Solutions provides employees with the tools and resources to enhance their professional qualifications and careers.

Responsibilities/Duties

 

To provide first line technical support and the first point of entry into the Technical Services Group for all BNYMellon Employees

* Perform Service Desk analyst function during busy/peak times - diagnose and resolve technical hardware and software issues

* Assist with escalations raised by both the analysts and the customers that require urgent attention

*Provide coverage for Critical Incidents

* Stay up to date with DSD information, changes and updates

* Flexibility in working hours

* 1st / 2nd Line troubleshooting of Incidents

* Incident ownership, monitoring and end-user communication

* Adherence to the standard operating procedures

* Responsibility for the ongoing performance of the TSC Analysts

* Monitor the Access of the TSC Analysts (Responsible for Team and Own access retention)

* Coaching and development of TSC analysts

* Perform monthly 1:1’s and performance reviews

* Review and monitor calls/chats in line with the standard requirements

* Delegated responsibility from the Regional Operations Manager

* Recruitment (Interview and Selection)

* Awareness of the forward schedule of change that may impact the TSC

* Drive effectiveness, adherence and efficiency of process.

Qualifications

Experience

 

Essential:

* Working knowledge of fundamental operations of relevant software, hardware and other equipment, such as Exchange, Citrix, Windows Operating Systems and Microsoft Office Products

* Knowledge and experience of customer service practices and soft skills

* Previous Supervisory experience

* Oral and written communication skills

* Ability and willingness to learn new skills

* Customer service orientation

* Problem analysis & Problem Solving

* Adaptability & Flexibility

* Attention to detail, takes ownership, accepts responsibilities

* Demonstrates initiative

* Ability to remain calm in a stressful and changing environment

* Ability to multitask effectively

* Embrace change

Desirable:

* Working knowledge of relevant call tracking applications, such as Remedy

* Previous experience in a similar capacity

* Microsoft certifications are an advantage

 



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 & 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.

Client Technology Solutions provides our business partners with client-focused, technology-based solutions. These enhance their ability to be successful through world-class software solutions and leading-edge infrastructure. Client Technology Solutions provides employees with the tools and resources to enhance their professional qualifications and careers.

BNY Mellon is an Equal Employment Opportunity Employer.

Primary Location: United Kingdom-Greater Manchester-Manchester
Job: Information Technology
Internal Jobcode: 60481
Organization: Technology Services Group-HR06725
Requisition Number: 1801950