Senior Help Desk/Onsite Support Analyst (IT) Senior Help Desk/Onsite Support Analyst (IT) …

BNY Mellon
in Shanghai, Shanghai Shi, China
Permanent, Full time
Be the first to apply
BNY Mellon
in Shanghai, Shanghai Shi, China
Permanent, Full time
Be the first to apply
Senior Help Desk/Onsite Support Analyst (IT)
Role Description:
  • Provide Premium remote and onsite Technology support to BNY Mellon Traders, VIPs and deliver standard onsite support for normal end-users on all Technology-related activities and initiatives including daily BAU (hardware/software), Video Conferencing and smart-hands with Infrastructure in a fast-paced, highly demanding financial services environment.
  • Lead and/or contribute to Technology projects especially for Premium support and standard onsite support.
  • Provide early morning and/or weekend support whenever necessary.
  • Provide guidance, assistance, coordination and follow-up on Technology problems, ensuring proper ticket logging, tracking and resolution.
  • Engage with vendors for support and assistance of production applications, hardware and customer-specific operations.
  • Contribute to the achievement of team objectives.
  • Administer and manage support processes and procedures, keeping them organized and well maintained.


Technical skills:
  • Excellent in Windows 7, Windows 10, MS Office, OSX platform support and mobile devices. Knowledge in MS365 is a bonus
  • Proficiency in scripting is a bonus
  • Excellent written, verbal communication skills and flexible style to fit role responsibilities and situation.
  • Experience in using Video Conferencing systems, Active Directory, Citrix based applications, Virtual desktop, Remote support tools and ticketing tools such as Remedy.
  • Experience in supporting FX applications such as Bloomberg Products, Thomson Reuters, and pricing applications like Artemis.
  • Experience supporting Trading devices such as IPC Turrets, WEY Keyboard and speakerbus.


  • Bachelor's degree in Computer Science or other Engineering discipline
  • Minimum of 4 years of experience in Foreign Exchange trading room support
  • Proficiency in both verbal and written Mandarin and English is a must
  • Solid and hands-on experience in supporting ender users in Shanghai and Beijing offices in another banking organization
  • Experience in handling CFETS related activities (e.g. project rollout or upgrade)
  • Possess a continuous improvement mindset, "Can do" attitude, flexible, versatile and positive outlook towards changes in a fast-paced work environment.
  • Excellent teammate. Appreciative for different culture and diverse workplace.
  • Willingness to "own" and be accountable for issues through resolution.
  • Ability to multi-task, prioritize and effectively perform in a high-pressure situations such as urgent issues and facing distressed users.
  • Committed in delivering quality service to clients.
  • Experience working as part of Global Technology support team such as help desk, desk side support is an advantage.

BNY Mellon is an Equal Employment Opportunity Employer.

Primary Location: China-Shanghai-Shanghai
Job: Information Technology
Internal Jobcode: 60073
Organization: Technology Services Group-HR06725
Requisition Number: 1906578