Analyst, Desktop Support

Location: Greater London
Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), one of the world’s leading financial groups. Across the globe, we’re 150,000 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.

You will provide
** deskside support
** and ensure end users receive timely, efficient, and empathetic service. You will be instrumental in ensuring smooth IT operations while driving continuous improvements to support our users and business needs.###
** Key Responsibilities
*** Provide first- and second-line support to end users in both
** Windows 10
** and
** Windows 11
** environments.
* Support a variety of
** hardware devices
** including
** corporate mobile phones**,
** iPads**, laptops, and other peripherals.
* Perform
** desk-side visits
** to resolve more complex or high-touch support requests and ensure the highest levels of customer satisfaction.
* Log, track, and resolve incidents and service requests using the service management platform (e.g., Service Now), ensuring a timely response to all requests.
* Provide troubleshooting support for both
** software
* * and
** hardware
* * issues, escalating more complex problems as necessary.
* Engage in proactive
** customer-focused initiatives**, seeking ways to enhance user experience and improve IT services.
* Collaborate with IT teams to identify recurring issues, improve processes, and deliver on continual service improvements.
* Maintain
** clear and effective communication
** with end users, explaining technical issues in simple terms.
* Contribute to the creation of knowledge base articles and documentation for recurring issues, ensuring the team benefits from shared learnings.
* Participate in onboarding and offboarding processes, including IT inductions and the setup of devices.
* Responsible for ensuring the provision and delivery of a support services within operationally agreed targets during the approved service hours.
* Work with other TEC teams to demonstrate a strong service delivery ethos, providing a customer focused approach and responsiveness for both London and the EMEA region.
* Accountable and Responsible for the day to day management of their personal performance, including attending regular reviews and appraisals, including assisting in goal and objective setting.
* Assisting team members with resolution of work related issues.
* Maintain PC Build room environment and store rooms.
* Assist in the disposal of end of life equipment and decommission devices.
* Assist in desk moves and changes.
* Assist the Trade Floor Support team when required.
* Respond to onsite support needs in other offices.
* Provide support to EMEA Branch offices as required.
* Retain a flexible approach to working including cover and occasional weekend working when required (eg DR tests and building power downs).###
** Key Skills & Experience
*** Proven experience in a
** Desktop Support
** or
** Desktop Support
** role (minimum 2 years).
* Strong expertise in
** Windows 10
** and
** Windows 11
** environments, including troubleshooting and configuration.
* Experience with
** corporate mobile devices** (iPhones, Android phones, iPads) and mobile device management.
* Strong customer service skills, with the ability to empathize and engage effectively with end users.
* Demonstrated ability to manage multiple service requests and prioritize tasks in a busy, fast-paced environment.
* Excellent communication skills, especially in face-to-face interactions with non-technical users.
* Understanding of
** ITIL
* * processes and a desire to apply them to improve IT services.
* Willingness to take on leadership roles in customer-focused…