Deskstop Support Engineer

BNY Mellon
Boston, USA
Dec 09, 2022
Dec 23, 2022
Job Function
Industry Sector
Finance - General
Employment Type
Full Time

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.

Desktop Support Analyst is cognizant of Newton's choice to have a dedicated premier support function and ensures the client experience is measurably different to the BNY Mellon shared service model in terms of client service, ownership, innovation, technical breadth and professionalism.
  • Escalate where appropriate to line management or the Technology Management team.
  • Inform line management or the Technology Management team where significant issues are encountered.
  • Provide consultancy and training support (post implementation) to business resources, likely in a 'train the trainer' capacity.
  • As a semi-senior role coaching & mentoring on best practices to junior members of the team.
  • Build and maintain an understanding of Newton business processes, information flows and IT requirements
  • Carry out regular morning systems health checks, and report accordingly.
  • Undertake out of hours / weekend support as required.
  • Manage small technical initiatives providing regular updates to line management.
  • Ensure all desktop work is recorded and tracked in Jira Service Desk and Service Now. Assure the quality and frequency of comments on all assigned tickets meets the agreed standards.
  • Where responsibility for the remediation falls outside of your remit, you retain ownership, providing business updates and communication until an alternative owner has taken responsibility whether within, or external to Newton.
  • Follow and develop support standards as they relate to problem solving, communication, fault recording and reporting.
  • Liaise with business staff, corporate IT shared services, and the projects and development team as required carrying out these responsibilities.
  • Participate in development scrum meetings as appropriate.
  • Maintain knowledge of technology and business processes (upkeep of Knowledge Repositories & WiKis)
  • Provide reporting/management information as required, to the highest quality within the timescale agreed.
  • Liaise with product vendors when necessary to log issues, request assistance in the resolution of these issues and gain further understanding of products.
  • Ensure integration with our Development, Test, Project and BA teams as necessary to continuously improve the environment, application stability and wider business understanding.
  • Be aware of information risk, following prescribed processes escalating observed situations to the Newton SIRO as appropriate.

Min Qualifications
  • Windows OS Administration
  • Mobile Device Administration
  • Basic Database Skills (Oracle & SQL), preferred
  • Basic Knowledge of Programming Languages (Microsoft .NET, HTLM5), preferred
  • Office 365 support
  • Familiarity with Market Data applications such as Bloomberg, Aladdin & Thomson Reuters, preferred

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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