Service Desk Analyst

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

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.

The selected colleague will work at an MUFG office or client sites four days per week and work remotely one day. A member of our recruitment team will provide more details.

Job Summary

In this role, the Service Desk Tier 1 Technician will serve as the primary Point-Of-Contact for all incidents/service requests, based on prioritization and urgency/impact, as reported by business stakeholders. The position will also be responsible for ensuring standardized and comprehensive troubleshooting steps are performed for each individual incident/request, providing thorough reporting as needed for escalation.

The Service Desk Tier 1 Technician will also provide first contact support for all internal employee facing problems related to hardware, software, networking.

To be successful in this role, you will rely on your proven IT troubleshooting skills, analytical aptitude, broad technical knowledge, and documented work experience to "hit the ground running".

Responsibilities

* Serve as the initial point of contact for diagnosing and resolving technology-related issues while being responsible for documenting IT requests and status in our IT ticket tracking system (Service Now)

* Successfully handling a multitude of inbound Service Desk calls/interactions per day in a fast-paced environment

* Use analytical and creative thinking to address moderately complex assignments with minimal supervision.

* Provide exceptional customer service by listening to users' issues, troubleshooting, and resolving their problems efficiently while showing empathy and maintaining a professional and courteous demeanor.

* Perform remote troubleshooting through diagnostic techniques and asking pertinent questions, determining the best solution based on the issue and details provided by customers.

* Generate detailed categorization and documentation of issues, customer interactions, troubleshooting steps taken, pertinent information gathered, and resolutions.

* Must be able to interact professionally with internal clients and collaborate with other IT colleagues to ensure an acceptable technical fix.

* Proactively contribute ideas for service improvement.

* Emphasis in customer service, while being mindful of the life cycle of a call from inception to completion while keeping the user informed and managing their expectations

* Maintain up-to-date knowledge of hardware, software, and general IT systems.

* Mentor team members to broaden team knowledge and technical skills as needed.

* Participates in analysis of client identified issues or problems which may require changes to procedures, standards, or systems.

* Evaluate effectiveness of new utilities and state of the art tools, providing feedback to management

* Perform other duties as assigned.

Skills/Competencies

* Minimum 5+ years' experience working on a high call volume Help Desk

* Passionate about providing a world class customer/employee experience through excellent customer service and unrelenting follow-through.

* Ability to self-learn, work independently, and troubleshoot IT related items effectively in a fast-paced environment.

* Strong communication skills, both verbal and written, to ensure clear and concise exchange of technical information in an effective manner with end-users and colleagues.

* Ability to diagnose and resolve hardware and software problems for end-users, including issues with Windows-based computers, printers, software applications, mobile devices, cloud applications, and network connectivity such as VPN and Wi-Fi

* Excellent problem solving, analytical, and time management skills.

* Knowledge of IT security best practices and how to educate users on the importance of safeguarding sensitive data and credentials.

* Ability to provide in-depth support and lead problem-solving and implementation efforts for specific technology products or applications.

* Recognize and retain a variety of incoming call types and knowledge bases for common resolutions.

* Proficiency with Microsoft Office/O365 (Teams/Outlook/One Drive/SharePoint/etc), Entra, Intune, MFA, and Active Directory

* Knowledge of Citrix Virtual Desktop, Citrix Director, Citrix Workspace, and Microsoft Virtual Desktop administration

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