Consultant Conversion Client Service Desk Agent II, NEX Associate

In the Technology division we leverage innovation to build the connections and capabilities that power our Firm enabling our clients and colleagues to redefine markets and shape the future of our communities. This is a Workplace Operations & Support II position at the Associate level which is part of the job family responsible for delivering efficient technical support and ensuring 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.

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

Company Profile
Morgan Stanley is a leading global financial services firm providing a wide range of investment banking securities investment management and wealth management services. The firms employees serve clients worldwide including corporations governments and individuals from more than 1200 offices in 43 countries. As a market leader the talent and passion of our people is critical to our success.

Department Profile
Workforce Services (WS) is a dynamic and fast-paced area within the firms Enterprise Technology & Services division. We are responsible for delivering high-quality technology solutions and support functions to our internal end users as well as external clients. Our goal is to ensure all users across the firm can perform their job efficiently with minimal to no interruption.

Position Description

WS is seeking L2 technical service desk agents to support the client service desk while adhering to the firms core values. This role is responsible for delivering exceptional customer service efficiently executing technical requests troubleshooting complex issues and ensuring accurate documentation in work efforts.

What youll do in the role:

• Provide high-quality technical support on our client-facing service desk via interactions raised through phone email and ticket requests

• Troubleshoot complex issues and implementation requests with escalation to L3 team and dev partners as required while managing customer expectations

• Accountability to performance metrics measured across multiple workstreams including call management email correspondence ticket aging and resolution

• Demonstrate expertise in multitasking and use knowledge base tools to drive high success in first-contact resolution

• Maintain composure and professionalism in high-pressure and difficult situations

• Deliver a consistent and positive customer experience across all interactions

What youll bring to the role:

• Technical aptitude with the ability to learn and support a broad range of IT systems and applications

• High school diploma or GED required

• Preferred: 2-5 years of demonstrated technical support experience via phone and chat or equivalent combination of education and experience

• Preferred: experience working with data transfer protocols including login credential rotations PGP key management FTP/SFTP configurations and ongoing system maintenance and administration

• Proven problem-solving and critical-thinking abilities

• Strong interpersonal skills empathy active listening and the ability to communicate clearly and professionally in a fast-paced environment are essential

• Excellent customer service and communication skills (written and verbal)

• Self-motivated with the ability to work independently and prioritize tasks under pressure

• Technical aptitude with the ability to learn and support a broad range of IT systems and applications

• Proficient in fundamental computer skills including typing email communication and navigating Windows-based systems.

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 Stanleys goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our standards of integrity and excellence. Consequently our recruiting efforts reflect our desire to attract and retain the best and brightest from all talent pools. We want to be the first choice for prospective employees.

It is the policy of the Firm to ensure equal employment opportunity without discrimination or harassment on the basis of race color religion creed age sex sex stereotype gender gender identity or expression transgender sexual orientation national origin citizenship disability marital and civil partnership/union status pregnancy veteran or military service status genetic information or any other characteristic protected by law.

Morgan Stanley is an equal opportunity employer committed to diversifying its workforce (M/F/Disability/Vet).