Deskstop Support Engineer

Job Description

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 www.newtonim.com. 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