Specialist, Technology Service Desk/On-Site @ BNY Mellon

• Provides support to all IT-related activities and initiatives using established procedures, including guidance, assistance, coordination and follow-up on straightforward and some more complex end user related IT problems and ensures resolution
• Provides local smart hands capability and maintains management of End user Assets
• Provides IT/Desktop support services including frontline subject matter expertise to employees to ensure that all service levels are achieved, local and organisational changes are supported including the provision of smart hands activity
• Support the onboarding and implementation of new products and services and support the end user engagement and education of technology services
• Ability to co-ordinate events and support of major incidents impacting the End-user environment
• Responsible for the maintenance and upkeep of the organisations tracking of end user assets
• Manage known risks and identify new ones
• Implements medium to large sized projects to meet business needs and requirements or Directs, motivates, and develops analysts and may oversee/manage a small to medium-sized support technician team responsible for all aspects of applications and technology-related support activities
• Provides support and training to more junior members of the team
• Provides support to all IT-related activities and initiatives, including guidance, assistance, coordination and follow-up on IT problems and ensures resolution, and communicates directly to business on project status and problem resolution
• Consults to business management and/or end-user on all aspects of applications and technology-related support activities
• Is involved with project planning and project implementation by determining business and technical requirements and consulting on ways to target business needs and opportunities
• May allocate/coordinate work within a team/project
• Determines the client and/or end-user business and technical requirements, identifies appropriate stakeholders
• Collaborates with end user services owners to identify opportunies to improve the service
• Designs and maintains standard operating procedures
• To understand configuration and functionality of site technology (including any space where technology is consumed) To have an in-depth level of troubleshooting knowledge to support the primary products and services used by the end user employee base
• Working knowledge of diagnosing and resolving technical hardware and software issues,remote admin tools, Internet connectivity and Microsoft operating systems and office suite
• Contributes to the achievement of related teams objectives

MODIFIED BASED UPON LOCAL REGULATIONS/REQUIREMENTS

Bachelors degree in a related discipline or equivalent work experience required6-8 years of experience in technical and customer-support required; experience in the securities or financial services industry is a plus