BNY Mellon Careers

Technology Service Centre - Analyst - Apprentice Programme (Level 3 Infrastructure Technician)

Manchester, United Kingdom
Information Technology


Job Description

Technology Service Centre – Analyst – Apprentice Programme (Level 3 Infrastructure Technician)

A fantastic NEW apprenticeship opportunity at BNY Mellon in Manchester. You will be working towards a Level 3 Infrastructure Technician Apprenticeship. This role promises the opportunities to develop new skills alongside career progression.

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 on the Technology Service Desk, acting as the first point of contact for all BNY Mellon employees experiencing technological difficulties. The primary focus is to ensure all calls, chats and self-service incidents are answered promptly, resolved appropriately, and logged adequately within BNY Mellon’s service management system.

The applicant is expected to work as part of a flexible and resourceful team, providing exceptional levels of support and an excellent customer experience.

*Handle all incoming phone calls and chats from colleagues regarding IT incidents and procedural queries within agreed SLA/OLA’s

*Analyse moderately complex technical faults and determine the appropriate remedial action, engaging with second line teams or supervisor for escalation where necessary

*Ensure all incidents and queries are logged within the ticketing system in accordance with predefined quality metrics

*Regularly maintain access to critical applications and tools

*Continually engage with customers, managing their expectation and resolve issues where possible

*Meet or exceed defined quality and performance targets for the Technology Service Desk

*Monitor potential trends in incoming incident types, raising awareness amongst the team/management team where necessary

*Analyse impact and urgency of incidents being logged, ensuring timely routing and escalation of high priority issues

*Update documentation and knowledgebase articles as and when required

*Follow standard operating procedures.

Qualifications

Requirements/Qualifications

*5 GCSE including Maths, English and Science (A*-C)

*Excited to begin a career in IT

*Ability to work independently and maintain a high degree of self-motivation

 

Apprentice Open Day

 

Join us to discover how we could invest in your career. This is an opportunity to find out more about BNY Mellon and the programme we are offering.

 

To register please e-mail rebecca.whiston@bnymellon.com

 

Apprentice Open Day

BNY Mellon

One Piccadilly Gardens, Manchester, M1 1RN

Monday 14th May, 5-7pm



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: 60519
Organization: Technology Services Group-HR06725
Requisition Number: 1803184