Service Desk Analyst

Do you want your voice heard and your actions to count?

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 7th largest financial group in the world. Across the globe, we’re 160,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, building long-term relationships, serving society, and fostering shared and sustainable growth for a better world.

With a vision to be the world’s most trusted financial group, it’s part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. This means investing in talent, technologies, and tools that empower you to own your career.

Join MUFG, where being inspired is expected and making a meaningful impact is rewarded.

This is a hybrid position. The selected colleague will work at an MUFG office or client sites up to four days per week and work remotely the remaining day(s). A member of our Talent Acquisition team will provide more details.

Responsibilities

With your developing functional expertise and understanding, you have what it takes to succeed in this role in this role. An analytical thinker and iterative problem solver, you will continue to hone your skills through assignments of increasing complexity, contributing to analyses, projects, business relationships, and issue resolution. In the process, you will have exciting opportunities to develop your skills, expand your network, and build your career.

High Level Responsibilities:
Interface with vendors to provide service on PCs and related hardware, and address complex problems and technical issues.
Install, configure, troubleshoot, and maintain office productivity enhancing tools, PCs, and related hardware; investigate hardware problems and perform minor repairs.
Maintain, upgrade, and deploy network systems and software applications for specific requirements and as needed.
Monitor calls and emails to maintain quality services and track problems, to ensure their timely resolution; maintain written documentation on each call, escalating complex problems to the next level of support.
Participate in the evaluation, testing, and integration of new office products or functions; provide analysis related to the design, development, and implementation of hardware for products; assist in developing testing strategies, devices, and systems.
Respond to inquiries and requests for assistance with organization's computer systems or PCs; provide technical support, troubleshoot, and resolve customer inquiries for one or more products or services.
Train new users on mobile applications/technologies; train existing users on new applications/technologies.
Work with end-users to determine the types of hardware and software required for office systems; coordinate supplies and set-up.

Details:
Resolve service desk tickets and improve service methods as directed, ensuring compliance with customer service standards and procedures
Ensure the availability of required hardware, software, and other tools necessary for the delivery of high-quality IT service
Maintain up-to-date knowledge of hardware, software, and general IT systems
Oversee the installation and setup of IT workstations and networks as required
Maintain accurate inventory of hardware, software, and other relevant technological tools
Ensure the security and integrity of ticketing systems and databases
Identify operational needs and recommend strategies to improve service processes
Conduct forecasts in order to identify possible future IT challenges and take necessary steps in minimizing risks
Participate actively in procedure updates improvements, knowledge base documentation maintenance, and recommendations for systemic changes to improve our IT environment posture and user experience
Perform the Service Desk support role as second level, either to resolve the issue, or determine further escalation path
Act as the voice of the customer through best in class soft-skills, identification of chronic issues, and reporting of data driven findings including recommendations for resolution to management and engineering teams
Provide supervision and major incident coordination, reviews and validates long-term solutions mitigating future occurrences of a problem
Manage Service Desk tickets in a timely manner using various tactics as needed
Perform root cause analysis and develop templates, checklists, and references for typical problems
Ensure proper turnover for Service Desk staff for new services, changes in environment, and new M A’s by translating requests into technical specifications, documentation development, training, and QA
Use analytical and creative thinking to address moderately complex assignments with minimal supervision; proactively contribute ideas for development and drive through development, approval, testing, and implementation
Perform remote troubleshooting through diagnostic techniques and pertinent questions; determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process, follow-up with customers to ensure issues are resolved, and direct unresolved issues to the next level of support personnel
Categorize and document issues, customer interactions, troubleshooting steps taken, pertinent information gathered, and resolutions

Experience

3-5 years' experience in IT delivery services across a large organization required
Experience in the banking or finance industries preferred. Experience in a highly regulated industry preferred.
Knowledge of IT Service Management (ITSM) framework
Functions include but not limited to supporting Windows OS, MS Office/O365, end user computer systems, hardware, software, application, MDF/IDF, VoIP, network, WLAN, server, BYOD and VDI.

Skills

Proficiency with ServiceNow ITSM: Advanced ability to create reports, dashboards, and manipulate data for technical and trend analysis
Familiarity with ACD Tools (Avaya or Cisco a plus): Operations, reporting, skill-based call routing administration, IVR administration
Experience in collaborating with offshore and other IT infrastructure teams
Microsoft Azure Active Directory (AAD), Intune Endpoint Manager, and Microsoft Active Directory administration
Citrix Virtual Desktop, Citrix Workspace, and Microsoft Virtual Desktop administration
Proficiency with command line, PowerShell, and comprehension of scripting commonly used in Windows environments for purpose of understanding expected behaviors and troubleshooting issues
Proficiency in network fundamentals: TCP/IP, DNS, VPN, firewalls, proxies, Wi-Fi, VoIP, application of 802.1x protocol, and ability to troubleshoot network issues from endpoints within this scope
Proficiency in troubleshooting Microsoft Windows operating systems
Proficiency in Microsoft 365 Suite including resolving Outlook profile, archive, permissions issues, Teams, SharePoint, OneDrive, and OneNote issue
Proficiency in administering and troubleshooting print services through printer servers and direct to IP printing
Proficiency in administering Network file sharing including drive mapping, permissions, and troubleshooting
Familiarity with Linux / Unix is a plus
Remote access/support tools: RDP, VDI Shadowing, Bomgar or similar remote support applications, and PsExec
Familiarity supporting VPN issues
Familiarity supporting multi-factor authentication (RSA, MS MFA, etc.)
Familiarity with home network troubleshooting
Proficiency in Microsoft 365 Suite including resolving Outlook profile, archive, permissions issues, Teams, SharePoint, OneDrive, and OneNote issue
Familiarity with ACD Tools (Avaya or Cisco a plus): Operations, reporting, skill-based call routing administration, IVR administration
Experience in collaborating with offshore and other IT infrastructure teams

The typical base pay range for this role is between $34 per hour - $43 per hour depending on job-related knowledge, skills, experience and location. This role may also be eligible for certain discretionary performance-based bonus and/or incentive compensation. Additionally, our Total Rewards program provides colleagues with a competitive benefits package (in accordance with the eligibility requirements and respective terms of each) that includes comprehensive health and wellness benefits, retirement plans, educational assistance and training programs, income replacement for qualified employees with disabilities, paid maternity and parental bonding leave, and paid vacation, sick days, and holidays. For more information on our Total Rewards package, please click the link below.

MUFG Benefits Summary

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.

We are proud to be an Equal Opportunity/Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate on the basis of race, color, national origin, religion, gender expression, gender identity, sex, age, ancestry, marital status, protected veteran and military status, disability, medical condition, sexual orientation, genetic information, or any other status of an individual or that individual’s associates or relatives that is protected under applicable federal, state, or local law.

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