L2 Technical Service Desk Associate- Workplace Operations & Support

Profile Description

Were seeking someone to join our Enterprise Technology team as a L2 Technical Service Desk in Workforce Technology & Services 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.

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 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.

Since 1935 Morgan Stanley is known as a global leader in financial services always evolving and innovating to better serve our clients and our communities in more than 40 countries around the world.

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:

• At least 2 years relevant experience would generally be expected to find the skills required for this role.

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

• Demonstrated technical support experience via phone and chat or equivalent combination of education and experience.

• 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.

To learn more about our offices across the globe please copy and paste into your browser.

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.