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About the Role

Provide end-user hardware, software, and infrastructure support, working closely with the End User Support Team to deliver second and third-line operational support. Responsibilities include desktop support, asset provisioning, configuration, collection, and software installation.

Responsibilities

• Deliver customer excellence and adhere to best practice principles.
• Manage and resolve tickets efficiently to maintain key performance indicators.
• Take ownership of support tickets and provide regular progress updates.
• Act as a subject matter expert and escalate issues when necessary.
• Identify knowledge gaps and reduce waste through a proactive mindset.
• Analyze Service Desk calls for Desktop Devices and incident data to advise customers on potential training needs and automation.
• Contribute to technical support articles in the knowledge management database.
• Drive service improvement by developing process and procedure documentation.
• Support major incident management and problem management processes.
• Provide efficient and effective second and third-line operational support, including desktop, client, local server, and network support, as well as desk-side delivery and training.
• Support, manage, optimize, and maintain the configuration and installation of the Desktop, including patch updates and hardware replacements.
• Collect and maintain accurate ticket information for IT support teams and service management reporting.
• Monitor security profiles and anti-virus software on Desktop Devices, taking action for non-compliance.
• Proactively support problem investigation to identify workarounds, fixes, and root causes.
• Implement solutions as agreed with management and the Problem Management Team.
• Manage user relationships and engage with the Service Delivery Team and third-party providers.
• Contribute to project-related activities and capture knowledge for operational teams.
• Provide exceptional customer-facing support and immediate technical assistance.
• Support Disaster Recovery activities as required.

Requirements

• Highly accurate and performance-driven with the ability to lead by example.
• Exceptional communication and interpersonal skills, able to convey technical information clearly to non-technical stakeholders.
• Customer-focused attitude.
• Calm and confident demeanor, capable of setting expectations and providing reassurance.
• Strong ability to identify and manage InfoSec, risk, and compliance issues.
• Ability to self-manage, support, and mentor colleagues and the wider IT function.
• Technically skilled Deskside engineer with considerable experience supporting modern desktop environments, Citrix, Azure Desktop, Zscaler, FortiClient, and End User Computing technologies.
• Logical thinker with a clear and structured approach to troubleshooting complex environments.
• Understanding and embrace of continuous service improvement principles.
• Ability to formally capture and annotate complex processes using tools like MS Visio.
• Exceptional knowledge of industry-standard applications including O365, Active Directory, Exchange, MDM solutions, and deployment tools.
• Demonstrable experience with networking and IP telephony.
• ITIL accreditation.
• Formal technical accreditations.
• Project management experience.
• Administration of Intune and SCCM.
• Familiarity with IT Service Management tools like Service Now.

Skills

• Desktop support
• Asset provisioning
• Configuration
• Software installation
• Low-level comms room support
• Citrix
• Azure Desktop
• Zscaler
• FortiClient
• End user computing technologies
• O365 application suite
• Active Directory
• Exchange
• MDM solutions
• Deployment tools
• Networking
• IP telephony
• Intune administration
• SCCM administration
• IT Service Management (Service Now)

Location

• Onsite

Work Type

• Contract
• Full-time

Experience Level

• Mid-level
• Senior-level

Education Level

• ITIL accreditation
• Formal technical accreditations

About the Company

• MUFG Pension & Market Services is a global, digitally enabled business focused on connecting people with their assets safely, securely, and responsibly through MUFG Retirement Solutions and MUFG Corporate Markets.
• The Corporate Centre Technology Services & Information Security function manages IT infrastructure, technology operations, and information security, ensuring smooth technology operations and strong cybersecurity measures.
• MUFG Pension & Market Services fosters a dynamic, client-focused, caring, and inclusive culture based on entrepreneurial spirit, effective risk management, empathy, and trust, prioritizing employee wellbeing and diversity.

Equal Opportunity

• We treat everyone fairly and equitably, regardless of diverse characteristics.
• Candidates must have the relevant work rights.
• Successful applicants must complete background screening before employment.