Technology Service Centre – Service Desk Apprentice

Job Description

TECHNOLOGY SERVICES GROUP (TSG) 
The Technology Service Centre offers an opportunity to become part of a high performing team with a passion for technology, which is always seeking to improve. We are aggressively using innovative techniques, exploring automation opportunities and bridging the support improvement efforts within our expanding technology environments.
Technology Service Centre – Service Desk Apprentice
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 Include daily, weekly, monthly:
• 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 2013/16/O365 • Remain current with support changes/ updates and adherence to the Company Policies and Incident Management process • Remotely diagnose and troubleshoot  PC, printer, telephone, BlackBerry, 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

Qualifications

Qualifications: • Minimum 5 GCSE’s (A-C) • Desire to build a career in Technology  • Willing to experience MS Office Suite products, and customer service / soft skills experience • Flexibility in working hours • Ability to follow set procedures and processes  • Ability to work independently and/or in a team setting • Must have strong communications skills • Portuguese Speaking (Desirable)
 
BNY Mellon is an Equal Employment Opportunity Employer.
Our ambition is to build the best global team – one that is representative and inclusive of the diverse talent, clients and communities we work with and serve – and to empower our team to do their best work. We support wellbeing and a balanced life, and offer a range of family-friendly, inclusive employment policies and employee forums.

Primary Location: United Kingdom-Greater Manchester-Manchester
Job: Information Technology
Internal Jobcode:
Organization: Technology Services Group-HR06725
Requisition Number: 2006041