Global Service Desk_Associate_Workplace Operations & Support at Morgan Stanley

Mumbai, maharashtra, India -

Full Time

Start Date

Immediate

Expiry Date

22 Jan, 26

Salary

0.0

Posted On

24 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Call-Center Management, Technical Support, Customer Service, Knowledge Management, Incident Management, Reporting, Training, Performance Management, Problem-Solving, Microsoft Office, Windows 10, Communication Skills, Service Desk Experience, Innovation, Process Improvement, Efficiency Improvement, Automation

Industry

Financial Services

Description

Workforce Technology & Services Workforce Technology & Services Provides the Firm's workforce with the technology, services and capabilities required to meet the needs of colleagues, partners and clients. Workplace Operations & Support 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 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 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. 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. 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.

Responsibilities

Lead the Service Desk site, managing 30-60 employees and contractors engaged in level 1/2 support and incident management. Define overall strategy, encourage innovation, and ensure high customer satisfaction rates.