Assoc, P3, Workpl Ops & Supp III : Job Level - Associate

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.
Job Description:

- 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 Qualifications:

- 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:

At Morgan Stanley, we raise, manage and allocate capital for our clients – helping them reach their goals. We do it in a way that’s differentiated – and we’ve done that for 90 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 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.