Senior Help Desk / Onsite Support Analyst

Job Description

  • Provide and deliver onsite Technology support for BNY Mellon end-users on all Technology-related activities including daily BAU (hardware/software), Video Conferencing and smart-hands with Infrastructure in a fast-paced, highly demanding financial services environment.
  • Provide coverage for Premium remote and onsite support to BNY Mellon Traders and VIPs

  • Lead and/or contribute to Technology projects and initiatives.

  • 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.

  • Provide early morning and/or weekend support whenever necessary.

  • Contribute to the achievement of team objectives.

  • Administer and manage support processes and procedures, keeping them organized and well maintained.


  • Bachelor's degree in a related discipline or equivalent work experience required.

  • 3-5 years of experience in technology end-user support (desk side support)

  • Banking environment experience is a plus

  • Foreign Exchange trading room support and/or experience in the securities or financial services industry is a plus.

  • 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, deskside support is an advantage.

Technical skills:

  • Excellent in Windows 7, Windows 10, MS Office, OSX platform support and mobile devices.

  • Excellent written, verbal communication skills and flexible style to fit role responsibilities and situation.

  • Experience supporting in Office 365 is a plus.

  • 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 and Trading devices such as IPC Turrets, WEY Keyboard is a plus.

BNY Mellon is an Equal Employment Opportunity Employer.

Primary Location: Hong Kong-Hong Kong-Hong Kong
Job: Information Technology
Internal Jobcode: 60073
Organization: Technology Services Group-HR06725
Requisition Number: 1912478