Deskside Support Engineer

Overview

As a Deskside Support Engineer
, you will be based full‑time in our office in Bournemouth
, providing colleagues with hardware, software and infrastructure support. You will be working within the End User Computing Team, closely collaborating with other IT Support Teams to deliver efficient second and third‑line operational support, including client, desktop, local server and network support, end‑user training, incident and service request resolution, and technical project support for the PMO. Additionally, you will manage the lifecycle of End User Computing devices—from receipt, configuration and provisioning to software installation, recovery, disposal and maintenance of the CMDB, along with low‑level communications room support.

• 26 days annual leave, a wellbeing day, a volunteer day, bank holidays and the option to purchase up to 5 additional days each year.
• Health, wellbeing and lifestyle rewards, including employee assistance, retail discounts, travel and technology benefits, cycle2work scheme, gym and fitness subscriptions, and a car salary sacrifice scheme.
• Employee recognition programme.
• Company pension scheme.
• Medical insurance.
• Life assurance.
• Paid maternity, paternity, adoption leave and shared parental leave.

• Demonstrable knowledge of build systems on SCCM and Intune mobile device management as a technically skilled Deskside Support Engineer.
• An engaging and customer‑focused attitude with proven customer service skills.
• Exceptional verbal and written communication skills, with the ability to convey technical information clearly to non‑technical stakeholders, set expectations and provide reassurance.
• Confidence, determination, resilience and a can‑do attitude required for multi‑tasking and self‑management in a dynamic environment.
• Logical thinking with a structured approach to troubleshooting in complex environments.
• Experience working with wider IT teams in a business (Incident, Problem, Change, Knowledge Management and Service Asset Configuration Management) in an ITIL‑driven environment.
• Minimum of two years deskside support experience, with demonstrable knowledge of the asset lifecycle, including builds, deployments, returns and decommissioning.

• Effectively manage support tickets logged in the ITSM tool according to defined KPIs to enable efficient service management.
• Takes ownership of support tickets and provides regular updates to users and other IT support teams, escalating issues when necessary.
• Contributes to and maintains technical documentation in the knowledge management database.
• Drives service improvement by developing documentation detailing processes and procedures.
• Proactively supports the investigation of problems, identifies workarounds, fixes and root causes, and participates in disaster recovery activities as required.
• Manages relationships with users, colleagues in other IT support teams, and third‑party partners.
• Engages with the Service Delivery Team and third‑party service providers.
• Supports major incident management activities to restore impacted systems as quickly as possible.

The above list of key accountabilities is not exhaustive and may change from time to time based on business needs.

MUFG Pension & Market Services is a global, digitally enabled business that empowers a brighter future by connecting millions of people with their assets safely, securely and responsibly. Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose‑built solutions and modern technology platforms that deliver world‑class outcomes and experiences.

A member of MUFG, a global financial group, we help manage regulatory complexity, improve data management and connect people with their assets, through exceptional user experience that leverages the expertise of our people combined with scalable technology, digital connectivity and data insights.

Our Corporate Centre Technology Services & Information Security function manages our IT infrastructure, technology operations, and information security. It…