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 NEX, 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.

Role:
The IT Service Desk Agent is the first point of contact for end users seeking IT support through phone and live chat channels in a fast-paced 24x7x365 environment. This role is responsible for delivering exceptional customer service, efficiently resolving technical issues, and ensuring accurate documentation in a call/chat ticketing system. The ideal candidate will demonstrate expertise in troubleshooting, multitasking, and using knowledge base tools to drive high first-contact resolution rates. This role also contributes to continuous improvement by identifying opportunities to streamline or automate processes.

What you'll do in the role:

• Provide front-line support via phone or live chat with professionalism, empathy, urgency, and a customer-first mindset.

• Build trust and rapport with end users by demonstrating active listening, advocacy, and clear communication.

• Resolve issues or escalate appropriately while managing customer expectations.

• Maintain composure and professionalism in high-pressure and difficult situations.

• Deliver a consistent and positive customer experience across all interactions.

• Communication & Documentation:

• Clearly document all support interactions in the ticketing system, including problem details, troubleshooting steps, and resolution.

• Produce accurate, detailed documentation consumable by other agents, end users, and escalation teams.

• Use proper netiquette and tone to ensure effective communication, especially in written chat interactions.

• Communicate ticket status, next steps, and resolutions to users promptly.

What you'll bring to the role:

• High school diploma or GED required.

• Preferred: 2-5 years of demonstrated customer support experience via phone and chat, or equivalent combination of education and experience.

• Provide high-quality technical support for enterprise software, hardware, peripherals, and infrastructure components.

• Perform incident assessment, triage, research, training/education, resolution, and recovery.

• Use diagnostic tools and system knowledge to troubleshoot and resolve problems effectively.

• Install, modify, clean, or repair hardware and software as required.

• Leverage both the chat and call platforms efficiently while handling multiple requests concurrently.

• Collaboration & Culture

• Collaborate with team members to ensure service excellence and share knowledge.

• Be a culture carrier by demonstrating a positive, team-oriented attitude.

• Adhere to company policies and procedures, contributing to a safe and professional work environment.

Desired Skills:

• Demonstrates flexibility and willingness to voluntarily support variable shifts including but not limited to: Holidays, Overtime, Shift change, and weekends.

• Continuously seek opportunities for self-improvement and operational efficiency. Qualifications:

• Strong Interpersonal skills, empathy, active listening, and the ability to communicate clearly and professional in a fast-paced environment are essential.

• Excellent customer service and communication skills (written and verbal).

• Strong problem-solving and critical-thinking abilities.

• 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).