Consultant Conversion: Workpl Ops & Supp III, NEX - Associate

Morgan Stanley•Columbus, OH

13d

About The Position

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 organization's 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 that’s 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 firm's employees serve clients worldwide including corporations, governments and individuals from more than 1,200 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 firm's 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 firm's 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 you'll 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 you'll 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 - aren’t just beliefs, they guide the decisions we make every day to do what's best for our clients, communities and more than 80,000 employees in 1,200 offices across 42 countries. At Morgan Stanley, you’ll 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. There’s 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 https://www.morganstanley.com/about-us/global-offices into your browser. Morgan Stanley's 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).

Requirements

Technical aptitude with the ability to learn and support a broad range of IT systems and applications
High school diploma or GED required
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.

Nice To Haves

2-5 years of 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

Responsibilities

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

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