Technology Service Centre - Supervisor
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 & 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.
Client Technology Solutions provides our business partners with client-focused, technology-based solutions. These enhance their ability to be successful through world-
class software solutions and leading-edge infrastructure. Client Technology Solutions provides employees with the tools and resources to enhance their professional qualifications and careers.
Responsibilities / Duties
To provide first line technical support and the first point of entry into the Technical Services Group for all BNYMellon Employees
Perform Service Desk analyst function during busy / peak times - diagnose and resolve technical hardware and software issues
Assist with escalations raised by both the analysts and the customers that require urgent attention
Provide coverage for Critical Incidents
Stay up to date with DSD information, changes and updates
Flexibility in working hours
1st / 2nd Line troubleshooting of Incidents
Incident ownership, monitoring and end-user communication
Adherence to the standard operating procedures
Responsibility for the ongoing performance of the TSC Analysts
Monitor the Access of the TSC Analysts (Responsible for Team and Own access retention)
Coaching and development of TSC analysts
Perform monthly 1 : 1’s and performance reviews
Review and monitor calls / chats in line with the standard requirements
Delegated responsibility from the Regional Operations Manager
Recruitment (Interview and Selection)
Awareness of the forward schedule of change that may impact the TSC
Drive effectiveness, adherence and efficiency of process.
Working knowledge of fundamental operations of relevant software, hardware and other equipment, such as Exchange, Citrix, Windows Operating Systems and Microsoft Office Products
Knowledge and experience of customer service practices and soft skills
Previous Supervisory experience
Oral and written communication skills
Ability and willingness to learn new skills
Customer service orientation
Problem analysis & Problem Solving
Adaptability & Flexibility
Attention to detail, takes ownership, accepts responsibilities
Ability to remain calm in a stressful and changing environment
Ability to multitask effectively
Working knowledge of relevant call tracking applications, such as Remedy
Previous experience in a similar capacity
Microsoft certifications are an advantage