Service Desk/On-Site Support Analyst

Job Description

TECHNOLOGY SERVICES GROUP (TSG) is the central infrastructure services group with a proven track record of innovating to help BNY Mellon and its customers have most reliable, nimble and cost-effective solutions in the financial services market place. BNY Mellon App Engine technology is leading edge with industry first PasS/IaaS fully integrated solution, combined with enterprise standards for developers.

 

TSG is building next generation scalable, efficient data center as a service using the latest innovation infrastructure. Building on top of the cloud deployments in BNY Mellon, we are aggressively automating and bridging the green field cloud with the existing virtual computing environments.

 

Technology Service Centre – Service Desk Analyst (1st Level Support) is responsible for providing the first line of support specific to all aspects of desktop applications and technology-related support activities. The core goal is to provide Subject Matter Expertise for technical support to the Technology Services Group for all BNY Mellon Employees & Contractors inclusive of a follow the sun support model (24x7x365) model.

 

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.

 

Service Desk/Onsite Support Analyst->> 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.

Qualifications

  • Bachelor's degree in a related discipline or equivalent work experience is required.
  • Up to one (0-1) year 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.

BNY Mellon is an Equal Employment Opportunity/Affirmative Action Employer.
Minorities/Females/Individuals With Disabilities/Protected Veterans.


Primary Location: United States-Tennessee-Nashville
Internal Jobcode: 45044
Job: Information Technology
Organization: Technology Services Group-HR06725
Requisition Number: 1916228