Global Service DeskAssociateWorkplace Operations & Support

Profile Description

Were seeking someone to join our team as (Associate) Global Service Desk to help build a new Service Desk from the ground up. The ideal candidate will be a visionary and leader for the team motivating them to provide world-class service. As a Service Desk manager they will partner with our IT colleagues to identify and implement efficiency and excellence opportunities in order to get things done better and faster.

EnterpriseTechnology

Enterprise Technology & Services (ETS) delivers shared technology services for Morgan Stanley supporting all business applications and end users. ETS provides capabilities for all stages of Morgan Stanleys software development lifecycle enabling productive coding functional and integration testing application releases and ongoing monitoring and support for over 3000 production applications. ETS also delivers all workplace technologies (desktop mobile voice video productivity intranet/internet) in integrated configurations that boost the personal productivity of employees. Application and end user functions are delivered on a scalable secure and reliable infrastructure composed of seamlessly integrated datacenter network compute cloud storage and database functions.

Workforce Technology & Services

Workforce Technology & Services Provides the Firms workforce with the technology services and capabilities required to meet the needs of colleagues partners and clients.

Workplace Operations & Support

This is Associate position that delivers efficient technical support and ensures smooth operations of the organizations workplace environment for end-users including hardware software and network resources.

Morgan Stanley is an industry leader in financial services known for mobilizing capital to help governments corporations institutions and individuals around the world achieve their financial goals.

At Morgan Stanley India we support the Firms global businesses with critical presence across Institutional Securities Wealth Management and Investment management as well as in the Firms infrastructure functions of Technology Operations Finance Risk Management Legal and Corporate & Enterprise Services. Morgan Stanley has been rooted in India since 1993 with campuses in both Mumbai and Bengaluru. We empower our multi-faceted and talented teams to advance their careers and make a global impact on the business. For those who show passion and grit in their work theres ample opportunity to move across the businesses for those who show passion and grit in their work.

Interested in joining a team thats eager to create innovate and make an impact on the world Read on

What youll do in the role:

• Lead the Service Desk site. This will include responsibility for 30 -60 employees and contractors that will be engaged in: level 1 / 2 Support knowledge management major incident management reporting and training.
• Convey vision goals and direction for the team. Define overall strategy and direction. Act as a decision maker and team leader while empowering the team
• Encourage innovation and process improvement ideas
• Responsible for hiring and performance management
• Proactively understand the impact upcoming changes to desk and implement mitigating solutions
• Identify opportunities for efficiency improvement and automation
• Coach agents and leads to maintain first contact resolution rates and customer satisfaction rates at a satisfactory level while striving for service excellence
• Compile and provide reporting to Senior Management

What youll bring to the role:

• At least 4 years relevant experience would generally be expected to find the skills required for this role
• Call-center management experience or equivalent required in a technical or customer service field.
• Previous Service Desk experience expected.
• Excellent written and oral communication skills required.
• Experience with Microsoft Office products Windows 10 and general office computing tools required
• Experience with financial service firms
• College degree or equivalent experience required
• Excellent problem-solving skills required

WHAT YOU CAN EXPECT FROM MORGAN STANLEY:

We are committed to maintaining the first-class service and high standard of excellence that have defined Morgan Stanley for over 89 years. Our values - putting clients first doing the right thing leading with exceptional ideas committing to diversity and inclusion and giving back - arent just beliefs they guide the decisions we make every day to do whats best for our clients communities and more than 80000 employees in 1200 offices across 42 countries. At Morgan Stanley youll find an opportunity to work alongside the best and the brightest in an environment where you are supported and empowered. Our teams are relentless collaborators and creative thinkers fueled by their diverse backgrounds and experiences. We are proud to support our employees and their families at every point along their work-life journey offering some of the most attractive and comprehensive employee benefits and perks in the industry. Theres also ample opportunity to move about the business for those who show passion and grit in their work.

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Morgan Stanley is an equal opportunities employer. We work to provide a supportive and inclusive environment where all individuals can maximize their full potential. Our skilled and creative workforce is comprised of individuals drawn from a broad cross section of the global communities in which we operate and who reflect a variety of backgrounds talents perspectives and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting developing and advancing individuals based on their skills and talents.