Consultant Conversion - Technical Service Desk Agent

We’re seeking someone to join our team as a L2 technical service desk agent 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.

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.  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. Since 1935, Morgan Stanley is known as a global leader in financial services, continuously evolving and innovating to better serve our clients and our communities in more than 40 countries around the world.

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

Required Skills

• Technical aptitude with the ability to learn and support a broad range of IT systems and applications

• 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

• 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 emp