Senior Specialist, Technology Service Desk/on-site - London, United Kingdom - The Bank of New York Mellon Corporation

The Bank of New York Mellon Corporation
The Bank of New York Mellon Corporation
Verified Company
London, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Our Team


Technology Services Group (TSG) powers BNY Mellon by providing scale, capacity, and capability to deliver the critical technology required to operate the global financial services markets.


TSG is defined by three core values:

  • Creative innovators, delivering excellence and simplicity
  • Always doing the right thing for the bank, colleagues, and clients
  • Fostering a collaborative, diverse and inclusive environment, where we challenge each other to execute as one TSG team
As part of TSG, the
Production Services team is

  • Ensures the
    _Resiliency _and Stability of our Production Environment.
  • Delivers the Bank's
    _Client _connectivity infrastructure & communications technology platform
  • Supports and delivers
    _Innovative _enduser technology solutions.

Technology Support Level - Senior Executive Support
Senior executive (VIP / C-Level) Client-facing Level 3 technology support role for our New York Location.

The role requires deep technical expertise to troubleshoot conference rooms AV systems and expertise directing larger scaled produced live events.

Must have technical expertise as a Video Conference Coordinator or Web Conference Moderator who can support meetings on Microsoft Teams and Webex video conferences.

Meetings can range from a low number of participants to thousands.

Responsibilities may include scheduling the meetings, sending out and managing invites, setting up the conference, monitoring the conference, troubleshooting any issues that arise for presenters and provide feedback on how to improve the experience.


Responsibilities

  • Demonstrates relationship building, effective communication skills and quality service in the process of supporting, advising, & educating clients on the capabilities of our conference rooms and event spaces.
  • Proactively seeks information and utilizes creative problemsolving skills along with creating and updating standard operating procedures
  • Contributes to services enhancements by identifying when established procedures are not working and there are gaps in processes. Makes recommendations for improvements. Develops and edits customer and technical support knowledge base documentation.
  • Demonstrates quality service by actively contributing to customer satisfaction through advocating for clients' needs, escalating incidents & requests, resulting in meeting or exceeding client's satisfaction metrics.
  • Point of escalation to address issues that are raised via management, executives, and end users, owning, and resolving to customer satisfaction in a priority manner.
  • Complete requests and tasks from Service NOW ticketing system
  • Interact with crossfunctional teams to identify areas where we can better serve our customer base through automation or added feature
  • Support customer end users with user training for selfsupported conferences.

Qualifications & Experience

  • Ability to work with Technology Services and client executives to manage relationships and provide status / initiative updates
  • Excellent oral and written communications skills and experience interacting with business executives and 3rd party vendors in communicating project updates
  • Strong and effective customer relationship management skills and process/practice experience
  • Strong familiarity with virtual meetings platforms such as Zoom, WebEx, MS Teams.
  • Ability to work independently while also being a leader and a mentor in a team environment.
  • Demonstrate experience maintaining a calm and professional demeanor when handling stressful situations because of heavy work volume and strict deadlines
  • Taskoriented and adept at multitasking and completing numerous shortterm projects
  • Computer literate in applicable software (Word, Excel, PowerPoint) with ability to learn new software
  • Must be flexible with working hours between 7am 6pm ET and offhours support as needed
  • Associate degree or equivalent experience required.
  • Video Conferencing Experience (extensive experience)
  • InfoComm, CTS, DM Certifications, a plus
  • Significant 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.
- **
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 an
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