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The Agent training program is the responsibility of the Service Desk Trainer. For users who call our IT Service Desk, the Agents are the first point of contact. The Service Desk Agent answers incoming calls, records all information in a call monitoring system, and uses a knowledge base tool along with their experience to address problems in a timely manner while delivering the highest level of customer service. The Service Desk Trainer’s goal is to offer the curriculum to Agents so that they can provide best-in-class customer service, achieve high first-call resolution rates, and find ways to streamline and automate the Agent process. • Responsible for the Level 1 training program, which is offered to all new Service Desk hires, as well as the Level 1 continuous training program. • Create a workflow for the level 1 training program’s material. • As appropriate, actively develop/update training materials and supporting documentation. • Contribute to the development and upkeep of training materials, e-learning courses, and on-demand training modules. • Deliver classroom training on-site, small group training, and immersive online training. • Assess trainees and provide specific input to help them develop their performance and training materials. • Assist the management team in recognizing trends in order to enhance the customer’s experience. Requirements:
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Morgan Stanley (NYSE: MS) is a multinational financial services company with three main market segments: institutional securities, wealth management, and asset management. Brokerage, investment advisory, financial and asset planning, credit & lending, deposits & cash management, annuities, insurance, retirement, and trust services are among the services offered by Wealth Management to its clients. The Private Banking Group (“PBG”) is responsible for Morgan Stanley’s lending, trust, and cash management services.
Through our Wealth Management partners, we intend to make substantial investments in our cash management and lending businesses. We can address a wide variety of client banking and lending needs by integrating our leading wealth management company with private banking products designed specifically to support the needs of Financial Advisors and their affluent clients, resulting in a unique business model that benefits clients, their Financial Advisors, and the firm.
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Morgan Stanley established a Senior Investor Helpline to provide senior investor clients with a simple way to connect with the company. Please click here for more information.
Morgan Stanley Fund Services is an international fund administration company with offices in New York City, London, and Hong Kong. Please contact [email protected] for more details on our StratumSM service or any of our other fund administration services.
If the number of Network Support Technicians on staff is inadequate to reach service levels, call the Help Desk…
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Since the world is constantly evolving, versatility will be required to assist where it is needed. 3…. Tier 1 Help Desk Support (Carlsbad) The Help Desk Support Specialist must be able to quickly and professionally locate, study, and resolve…… desk phone, responding to help-desk tickets, and prioritizing the triage and response to new and… a tier 2/3 helpdesk position, with a willingness to explore more complex technology in the domain of…