Sr. Specialist, Technology Service Desk/Onsite Support
Provides subject matter expert level of 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. Consults to business management on all aspects of applications and technology-related support activities or manages a small to medium-sized team responsible for all aspects of applications and technology-related support activities. Consults to clients and/or support business partners on alternatives to target business needs and opportunities, evaluates, recommends and redesigns processes. Manage known risks and identify new ones.Coordinates and leads regularly scheduled meetings with clients and/or end-users to fully understand their day-to-day operations, define their processing needs, and to help them achieve their objectives. Collaborates with end user services owners to identify opportunies and drive improvements in the service. Designs and maintains standard operating procedures. Manage known risks and identify new ones. Foster the concept of continuous process improvement.Directs, motivates and develops analysts maximizing their individual contribution, their professional growth and their ability to function effectively with their colleagues as a team and may oversee support technician teams and participates in the recruiting process (where applicable); instructs, assigns, directs and reviews the work of the team. 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. 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. Has a subject matter level of expertise in one or more services E.g. Mobility, O365Contributes to the achievement of team objectivesMODIFIED BASED UPON LOCAL REGULATIONS/REQUIREMENTSBachelor's degree in a related discipline or equivalent work experience required8+ years of technical and management experience required; experience in the securities or financial services industry is a plus. 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.