Service Desk Agent
Job Number:

3263696
POSTING DATE: Jan 17, 2025
PRIMARY LOCATION: Europe, Middle East, Africa-Hungary-Budapest-Budapest
JOB: Other
EMPLOYMENT TYPE: Full Time
JOB LEVEL: Associate

DESCRIPTION

We are seeking someone to join our team as a Service Desk Agent to work on multiple products and projects in a global organization to facilitate the work of network operations and to improve the stability of the Firm’s global data and voice network.
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 Service Desk Agent position at 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.
Morgan Stanley Budapest is an integral part of the Firm’s global critical business functions including Technology, Finance, Risk, Institutional Securities and Wealth Management. Morgan Stanley has been rooted in the Budapest community since 2006 and is considered a leading employer among the area’s highly skilled talent. Our innovative team delivers deep technical and mathematical expertise to support the Firm’s capabilities in quantitative analysis, data analysis, and risk management. We are relentless collaborators and creative thinkers, fueled by our diverse backgrounds and experiences. We believe in empowering individuals to advance their careers through exposure to innovation, hands-on collaboration and enriching learning and development opportunities.
Interested in joining a team that’s eager to create, innovate and make an impact on the world? Read on…

What you’ll do in the role:

• Demonstrate strong customer service skills to provide phone support including:

o Listening to the customer to gain an accurate understanding of the situation
o Being empathetic to the customer’s situation and having a sense of urgency to resolve the issue
o Producing accurate, detailed documentation at the client, problem and incident level

o Resolving conflict

• Responsible for high quality end-user technical support, related to enterprise software and hardware
• Responsibilities include assessment, triage, research, training/education and resolution of incidents and requests regarding the use of application software products and/or infrastructure components in a fast-paced 7x24x365 environment.
• Under general oversight, provides after hours and weekend support as needed.
• The position requires attention to detail, follow through, teamwork focus and positive attitude.
• An understanding of technology and the ability to apply that knowledge to support all existing systems
• Supports all aspects of client support and immediate computing needs while demonstrating professionalism and composure on the phone, via an online chat and/or in person
• Create a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding, ensuring timely resolution or escalation by providing urgency, business impact evaluation and communicating the status to the end user promptly
• Identifies and works with internal end users to provide guidance and support, sound communications and customer service principles without becoming unprofessional in difficult situations
• Provides investigation, diagnosis, resolution, and recovery for hardware/software problems
• Installs, modifies, cleans up, run diagnostic programs and repairs computer hardware/ peripherals and software

QUALIFICATIONS

What you’ll bring to the role:

• Excellent customer service skills required
• Excellent communication skills required
• Two to five years of proven, qualified related work experience in a comparable complex, high tech and fast paced work environment
• Preferred work experience in technical support role but not required
• Required Education: College Degree (BA) or Higher/On-going studies (BA or higher)
• Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly
• Self-motivated and ability to work on own initiative in a high-pressure environment
• Willing to work variable shifts including evenings, weekends and public holidays
• Responsible for high quality end-user technical support, related to enterprise software and hardware
• An understanding of technology and the ability to apply that knowledge to support all existing systems
• Provides investigation, diagnosis, resolution and recovery for hardware/software problems BPTECH

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 85 years. At our foundation are five core values — putting clients first, doing the right thing, leading with exceptional ideas, committing to diversity and inclusion, and giving back — that guide our more than 80,000 employees in 1,200 offices across 42 countries.
At Morgan Stanley, you’ll find trusted colleagues, committed mentors and a culture that values diverse perspectives, individual intellect, and cross-collaboration. We Firm is differentiated by the caliber of our diverse team. While our company culture and commitment to inclusion define our legacy and shape our future, helping to strengthen our business and bring value to clients around the world. Learn more about how we put this commitment to action: morganstanley.com/diversity.
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.
Interested in flexible working opportunities? Morgan Stanley empowers employees to have greater freedom of choice through flexible working arrangements. Speak to our recruitment team to find out more.
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.

What you’ll do in the role:

• Demonstrate strong customer service skills to provide phone support including

What you’ll bring to the role:

• Excellent customer service skills required
• Excellent communication skills required
• Two to five years of proven, qualified related work experience in a comparable complex, high tech and fast paced work environment
• Preferred work experience in technical support role but not required
• Required Education: College Degree (BA) or Higher/On-going studies (BA or higher)
• Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly
• Self-motivated and ability to work on own initiative in a high-pressure environment
• Willing to work variable shifts including evenings, weekends and public holidays
• Responsible for high quality end-user technical support, related to enterprise software and hardware
• An understanding of technology and the ability to apply that knowledge to support all existing systems
• Provides investigation, diagnosis, resolution and recovery for hardware/software problems BPTEC