Desktop Support Analyst

BNY Mellon
Boston, USA
10 Mar 2023
25 Mar 2023
Job Function
Industry Sector
Finance - General
Employment Type
Full Time

Desk Top Support Analyst

Newton Investment Management is a London-based global investment management subsidiary of BNY Mellon with assets under management of circa £53.8bn. We provide investment products and services to institutional investors, charities, corporations and, via BNY Mellon, individuals. Further information is available at Newton has chosen to directly resource desktop support services as a replacement to the BNY Mellon shared service to ensure a dedicated, professional service with excellent responsiveness and client service. Newton Technology Support (NTS) and the Desktop Support team leader are the concierge service to the Newton business, providing advice and guidance and taking direct ownership for issues affecting Newton and its ability to function

We're seeking a future team member for the role of Desk Top Support Analyst, to join our Support and Infrastructure team. This role is located in Boston, MA

In this role, you'll make an impact in the following ways:
  • Provide white-glove support to our end users via phone, email, ticketing system or in person.
  • Carry out regular morning systems health checks, including the AV equipment in conference rooms.
  • Take ownership of trouble tickets and ensure prompt resolution.
  • Escalate to line management or the Technology Management team when necessary.
  • Ensure all work is recorded and tracked in Jira Service Desk and Service Now.
  • Image and deploy computers.
  • Install and run application updates on users' computers.
  • Build and maintain an understanding of Newton business processes, information flows and IT requirements.
  • Able to work after hours and/or weekends if necessary.
  • Work closely with business staff to identify current or potential areas of concern.
  • Participate in IT scrum meetings.
  • Document, update and maintain IT processes in Confluence.
  • Liaise with product vendors to request assistance in the resolution of issues and gain further understanding of products.
  • Identify, prevent or mitigate cyber security threats.

To be successful in this role, we're seeking the following:
  • Minimum of 2-5 years of IT Support/Helpdesk experience in a professional environment.
  • Previous experience working in banking, investment firm or venture capital is a plus.
  • Excellent verbal and written communication skills.
  • Exceptional customer service skills.
  • Attention to detail.
  • Strong analytical and problem-solving skills.
  • Ability to effectively prioritize and execute tasks.
  • Strong knowledge of Microsoft Windows and Office 365.
  • Ability to work independently and in a team environment.
  • Basic network troubleshooting experience.

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

  • Fortune World's Most Admired Companies & Top 20 for Diversity and Inclusion
  • Bloomberg's Gender Equality Index (GEI)
  • Best Places to Work for Disability Inclusion , Disability: IN - 100% score
  • 100 Best Workplaces for Innovators, Fast Company
  • Human Rights Campaign Foundation, 100% score Corporate Equality Index
  • CDP's Climate Change 'A List'

Our Benefits:

BNY Mellon 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 that can support you and your family through moments that matter.

BNY Mellon 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:

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.
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