Senior Desktop Support Analyst
BNY Mellon
Hong Kong

Who we are :

For over years, Bank of New York Mellon (BNY Mellon) has been at the center of the global financial markets, providing the world’s leading institutions the tools, capabilities, and services to be distinctive investors.

BNY Mellon is a leader in the world of investment services and investment management, and our businesses support the full range of stakeholders of the financial system including :

  • Managing the custody of approximately $45 trillion financial assets of the world’s leading institutional investors, hedge funds, sovereign wealth funds, and corporates
  • Investing approximately $2.3 trillion as one of the largest global asset managers across a wide range of asset classes
  • Providing collateral, liquidity, and funding for the world’s largest banks through our markets franchise
  • Serving family offices and high net worth individuals through our wealth management franchise
  • Providing a full suite of solutions to advisors, broker-dealers, family offices, hedge fund managers, registered investment advisor firms and wealth managers
  • Advising large global corporations on a range of trust and other solutions
  • Providing integrated managed data services to asset managers
  • Department overview

    BNY Mellon Technology's mission is to provide our business partners with technology-based solutions that enhance their ability to be successful through world-class software solutions maintained on a stable and secure infrastructure, and to provide our employees with the tools and means to enhance their professional qualifications and careers.

    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
  • What we do :

    The jobholder will be responsible for providing Technology Support in both their primary location and to remote sites, working as part of a wider team of engineers.

    Their primary task will be to act as the face of technology in location, assisting employees with all technology related Requests and Incidents.

    They will be responsible for the full asset lifecycle of corporate devices, from first build to retirement and disposal, including all necessary status updates within the asset management console.

    Supporting approximately users locally, they will be tasked with maintaining a technical configuration that is fit for purpose within the office, ensuring end users have the technology they require, and all technical services are working appropriately.

    The successful candidate will :

  • Provide IT / Technology support services to users in all areas of the business, including front office traders, ensuring all service level agreements are achieved.
  • To provide subject matter expertise on common End User technologies, such as Microsoft Teams, Exchange and SCCM.
  • To provide Executive Support for the region, being able to provide effective communication with senior leadership, and leveraging resources from the wider technology teams to ensure sufficient service and support is in place.
  • To build, configure and install corporate devices ready for end user consumption.
  • To maintain accurate and appropriate levels of stock, processing vendor orders when required while considering lead times and forecasted demand.
  • To adhere to system procedures ensuring they are maintained in line with BNYM standards. (Legal Hold & Asset Management)
  • To maintain the stability and continuity of your given technical environment, remediating vulnerabilities.
  • To understand the configuration and maintain the functionality of shared IT services within site (including any space where technology is consumed).
  • To assist in departmental relocations / reconfigurations within the office space when appropriate.
  • To respond to escalations & handle appropriately.
  • To maintain, and when appropriate deploy, Disaster Recovery / Business Continuity options, ensuring consistent technological service and minimal business impact.
  • To provide hands-on assistance for infrastructure and application projects when necessary. (RFC / Project)
  • When appropriate, assist other locations in resolving technical faults.
  • To pro-actively build and maintain good working relationships with the Business to understand individual department requirements from a technical perspective.
  • To provide end users with education on new and existing IT service offerings.
  • To ensure that all systems procedures are clear, accurate and updated regularly.
  • To suggest and assist in implementing improvements to operational procedures and support technologies.
  • Experience & Qualifications :

  • Keeps line manager up to date with ongoing activities, escalating any issues appropriately.
  • Keeps wider team updated with notable changes, new services and technical fixes.
  • Liaises effectively with other departments to enhance support and learn continually.
  • Is able to communicate effectively with all levels of technology and the business
  • Minimum 7-10 years Technology Support experience.
  • Must have experience providing high level technical support within a complex technical environment.
  • Service Delivery focused, with extensive customer facing experience.
  • Must have in depth M support knowledge, including Teams, OneDrive & InTune.
  • Must have experience of remote administration tools.
  • Experience of imaging & re-imaging devices.
  • Must have experience working in a fast-paced demanding environment.
  • Must have experience supporting a virtual desktop environment.
  • Familiar with ITIL.
  • Experience of multi-domain environments.
  • Basic MCR / SCR management cabling, patching & maintenance.
  • Asset Management Lifecycle.
  • LAN, WAN, MAN troubleshooting.
  • BCP / Disaster recovery provisioning
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