Associate, Customer Service Help Desk/On-Site Support Analyst I

Reference #: 52792

Associate, Technology Service Desk/On-Site Support Analyst I

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 Associate, Technology Service Desk/On-Site Support Analyst I to join our Tech - Production Services team. This role is located in Pittsburgh, PA, United States and it is Hybrid.

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

To provide telephone and email support on proprietary banking software products

To present solutions to a diverse range of product queries including general functionality and training, admin, Tier 1 technical advice, while also supporting the more in-depth business-related queries.

To display excellent communication skills and establish a positive rapport with Clients and internal Lines of Business, including the ability to always portray a polite and helpful persona to all stakeholders.

To effectively use the telephone system and call logging products in accordance with CSD guidelines.

To utilize defined escalatory procedures to ensure issues are escalated and managed in an efficient and effective manner.

Support to Line Manager and Supervisor.

Direct Client facing role, providing Support on the Company wide technology platforms.

Initial contact point for the Bank's cash and custody proprietary product client base (internal and external)

Initiator of escalation of business/technical issues to the pertinent Tier 2 elements of CSAT.

Support to Internal Line of Business when required.

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

Bachelor's degree in a related discipline required

At least educated to A level standard or equivalent - essential

HDI or similar standard - preferable

ITIL qualified - preferable.

Excellent client support experience gained either within a previous Support Desk / Client Training position or client focused role (at least 2 years' experience).

Proven experience in the support of a product to external clients (preferable).

A working knowledge of the cash and custody business (preferable)

Existing relationships with related business and technical units (preferable)

Understand the cash and custody business and keen to know more (essential)

Excellent level of written and spoken English (essential)

Quick in analysing incoming calls and able to cope with high volumes.

Work in a small team, communication and updating colleagues continuously