Service Desk Analyst (1st Level Support) - BNY Mellon

Overview

Service Desk Analyst (1^st Level Support)

At BNY, our culture empowers you to grow and succeed. As a leading global financial services company at the center of the world’s financial system we touch nearly 20% of the world’s investible assets. Every day around the globe, our 50,000+ employees bring the power of their perspective to the table to create solutions with our clients that benefit businesses, communities and people everywhere.    

We continue to be a leader in the industry, awarded as a top home for innovators and for creating an inclusive workplace. Through our unique ideas and talents, together we help make money work for the world. This is what #LifeAtBNY is all about.

We’re seeking a future team member for the role of Service Desk Analyst (1^st Level Support) to join our Technology Services Group (TSG) - Technology Service Centre team. This role is in Pittsburgh/PA. Candidate must reside within a commutable distance to this work location, as we are unable to accommodate 100% virtual work arrangements. 

In this role, you’ll make an impact in the following ways: 

• Provide first line/SME technical support to all BNY 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, mobile (where applicable), VPN and software issues.
• Should possess knowledge about Virtual Desktops Infrastructure /Citrix environment, MAC support. 
• 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

To be successful in this role, we’re seeking the following: 

• Bachelor's degree in a related discipline required. Typically requires no previous professional experience or 2+ years’ experience in a Tech Help Desk support capacity 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 Analyst 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. Ability to work independently and/or in a team setting
• Experience in the securities or financial services industry is a plus.
• Must have Ability to Multitask and manage priorities with little supervision. Must have strong communications skills
• Should work in Rotational shifts and national holidays. ITIL experience would be added advantage.

At BNY, our culture speaks for itself. Here’s a few of our awards: 

• America’s Most Innovative Companies, Fortune, 2024
• World’s Most Admired Companies, Fortune 2024
• Human Rights Campaign Foundation, Corporate Equality Index, 100% score, 2023-2024
• Best Places to Work for Disability Inclusion, Disability: IN – 100% score, 2023-2024
• “Most Just Companies”, Just Capital and CNBC, 2024
• Dow Jones Sustainability Indices, Top performing company for Sustainability, 2024
• Bloomberg’s Gender Equality Index (GEI), 2023

Our Benefits and Rewards:

BNY offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and our pay-for-performance philosophy. We provide access to flexible global resources and tools for your life’s journey. Focus on your health, foster your personal resilience, and reach your financial goals as a valued member of our team, along with generous paid leaves, including paid volunteer time, that can support you and your family through moments that matter. 

BNY is an Equal Employment Opportunity/Affirmative Action Employer - Underrepresented racial and ethnic groups/Females/Individuals with Disabilities/Protected Veterans.

 

Employer Description:

For over 230 years, the people of BNY Mellon have been at the forefront of finance, expanding the financial markets while supporting investors throughout the investment lifecycle. BNY Mellon can act as a single point of contact for clients looking to create, trade, hold, manage, service, distribute or restructure investments and safeguards nearly one-fifth of the world's financial assets. BNY Mellon remains one of the safest, most trusted and admired companies. Every day our employees make their mark by helping clients better manage and service their financial assets around the world. Whether providing financial services for institutions, corporations or individual investors, clients count on the people of BNY Mellon across time zones and in 35 countries and more than 100 markets. It's the collective ambition, innovative thinking and exceptionally focused client service paired with a commitment to doing what is right that continues to set us apart. Make your mark: bnymellon.com/careers.

EEO Statement:

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