BNY Mellon Careers

Senior Help Desk/Onsite Support Analyst (IT)

Shanghai, China
Information Technology

Job Description

Role Description:

  • Provide Premium remote and onsite Technology support to BNY Mellon Traders, VIPs and deliver standard onsite support for normal end-users on all Technology-related activities and initiatives including daily BAU (hardware/software), Video Conferencing and smart-hands with Infrastructure in a fast-paced, highly demanding financial services environment. 
  • Lead and/or contribute to Technology projects especially for Premium support and standard onsite support.
  • Provide early morning and/or weekend support whenever necessary.
  • Provide guidance, assistance, coordination and follow-up on Technology problems, ensuring proper ticket logging, tracking and resolution.
  • Engage with vendors for support and assistance of production applications, hardware and customer-specific operations.
  • Contribute to the achievement of team objectives.
  • Administer and manage support processes and procedures, keeping them organized and well maintained. 


Technical skills:

  • Excellent in Windows 7, Windows 10, MS Office, OSX platform support and mobile devices. Knowledge in MS365 is a bonus
  • Proficiency in scripting is a bonus
  • Excellent written, verbal communication skills and flexible style to fit role responsibilities and situation. 
  • Experience in using Video Conferencing systems, Active Directory, Citrix based applications, Virtual desktop, Remote support tools and ticketing tools such as Remedy. 
  • Experience in supporting FX applications such as Bloomberg Products, Thomson Reuters, and pricing applications like Artemis. 
  • Experience supporting Trading devices such as IPC Turrets, WEY Keyboard and speakerbus.


  • Bachelor's degree in Computer Science or other Engineering discipline
  • Minimum of 4 years of experience in Foreign Exchange trading room support
  • Proficiency in both verbal and written Mandarin and English is a must
  • Solid and hands-on experience in supporting ender users in Shanghai and Beijing offices in another banking organization
  • Experience in handling CFETS related activities (e.g. project rollout or upgrade)
  • Possess a continuous improvement mindset, "Can do" attitude, flexible, versatile and positive outlook towards changes in a fast-paced work environment.
  • Excellent teammate. Appreciative for different culture and diverse workplace.
  • Willingness to "own" and be accountable for issues through resolution.
  • Ability to multi-task, prioritize and effectively perform in a high-pressure situations such as urgent issues and facing distressed users.
  • Committed in delivering quality service to clients.
  • Experience working as part of Global Technology support team such as help desk, desk side support is an advantage. 

BNY Mellon is an Equal Employment Opportunity Employer.

Primary Location: China-Shanghai-Shanghai
Job: Information Technology
Internal Jobcode: 60073
Organization: Technology Services Group-HR06725
Requisition Number: 1906578