End User Support Associate

6 months ago

Melbourne, Australia BNY Mellon Full time

Overview
Bring your ideas. Make history.
BNY Mellon offers an exciting array of future-forward careers at the intersection of business, finance, and technology. We are one of the world's top asset management and banking firms that manages trillions of dollars in assets, custody and/or administration. Known as the “bank of banks” - 97% of the world’s top banks work with us as we lead and serve our customers into the new era of digital.
With over 239 years of rich history and industry firsts, BNY Mellon has been built upon our proven ability to evolve, lead, and drive new ideas at every turn. Today, we’re approximately 50,000 employees across 35 countries with a culture that empowers you to grow, take risks, experiment and be yourself. This is what #LifeAtBNYMellon is all about.
We’re seeking a future team member for the role of End User Support Associate to join our Workplace Technology Services Engineering Team. This role is located in Australia (Sydney), hybrid.

**You’ll make an impact in the following ways**:
Provide and deliver onsite technology services for end-users on all Technology-related activities - primarily hardware reimaging, deployment, and maintenance, as well as software installation and support within the SLA.
Respond to technology support required during incident management, including impact analysis, end user engagement and on-call support.
Update existing knowledge base for commonly encountered issues with specific root cause and mitigation measures.
Support Senior stakeholders and Executives.
Support room video conferencing system, client-meetings, and large-scale business events.
Provide smart-hands assistance for Infrastructure services including network and server support which includes early morning and/or weekend support whenever necessary.
Provide essential support for ongoing technology projects and initiatives.
Manage technology support for employee onboarding and offboarding activities including technology orientation.
Administer and manage support processes and procedures, keeping them organized and well maintained especially asset movement, inventory management and regular asset attestations.
Collaborate with the global peers to identify and implement deliverables to improve operational efficiency.
Regularly maintain equipment which are off network through established standard operating procedures.
Contribute to the achievement of team objectives.

**To be successful, we’re seeking interest in the follow areas**:
Bachelor's degree in a related discipline or equivalent work experience required.
3-5 years of experience in technology end-user support (desk side support)
Experience in end user support at Financial Services Industry is a plus.
Possess a positive outlook towards changes in a fast-paced work environment and being highly resourceful with a ‘can-do’ attitude.
Willingness to “own” and be accountable for issues through resolution.
Ability to multi-task, prioritize and effectively perform in a high-pressure situation such as urgent issues and facing distressed users.
Excellent teammate with appreciation for diverse culture at workplace.
Committed in delivering quality service to clients.
Experience working as part of Global Technology support team such as helpdesk, deskside support is an advantage.
Foreign Exchange trading room support and/or experience in the securities or financial services industry is a plus.

**Technical skills**:
Excellent in Windows OS environment, M365 environment, OSX platform and mobile device support including Intune Mobile Device Management.
Excellent written and verbal communication skills. Flexible style to adapt to situations and responsibilities.
Experience in using Video Conferencing systems, SCCM, Active Directory, and Remote support tools.
Experience using ServiceNow ticketing system.

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’
Forbes Blockchain 50

**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**:

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