Job Information
MUFG Service Desk Analyst in Tampa, Florida
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 120,000 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.
Role Summary
In this role you will focus on managing all processes related to the identification, prioritization, support, and resolution of end-user service requests and incident issue resolution (level two/field support). Responsibilities include defining, maintaining, and reporting on service level agreement (SLA) compliance and metrics and working closely with business and technology teams to forecast demand, deploy end-point technologies, and drive continuous improvements across process and technology used by our employees and our support organization.
The Service Desk Administrator is a critical role within our IT Service Management (ITSM) operation. This team supports internal operations and employees. The Service Desk Administrator is primarily focused on ensuring a world class employee experience in all aspects related to technology by enabling our Service Desk team through knowledge base, training, process improvement, ensuring availability and capability of support tools, recommendations for and implementation of improvements through process, technical, and trend analysis, supporting special projects, and serving as escalation point to the Service Desk team and management as advanced members of the support organization. You will also engage with other areas of the IT organization and advance issues that extend beyond level 1 & 2 span of control.
The Service Desk Administrator will also provide first contact support for all internal employees as well as customer facing problems related to hardware, software, networking, and will support our major incident management group by representing Service Desk during incident management operations.
To be successful in this role, you will rely on your proven IT troubleshooting skills, analytical aptitude, broad technical knowledge, and supervisory experience to “hit the ground running”.
Responsibilities
Successfully handle 50-60 inbound Service Desk calls per day (250-300 per week).
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
.Identify operational needs and recommend strategies to improve service processes
Communicate with business unit clients to identify their requirements and facilitate the process for meeting their needs
Conduct forecasts in order to identify possible future IT challenges and take necessary steps in minimizing risks
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
Actively participate 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. There is no walkup “deskside” support in this role.
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.
Provides 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.
Performs 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.
Detailed categorization and documentation of issues, customer interactions, troubleshooting steps taken, pertinent information gathered, and resolutions.
Skills and Competencies
Experience using the ServiceNow platform
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.
Proficiency with Service Now ITSM: Advanced ability to create reports, dashboards, and manipulate data for technical and trend analysis.
Familiarity with Linux / Unix is a plus.
Familiarity with ACD Tools (Avaya or Cisco a plus): Operations, reporting, skill-based call routing administration, IVR administration.
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.
Experience in collaborating with offshore and other IT infrastructure teams.
Previous Work History
5+ years' experience in IT delivery services across a large organization required.
Education
Bachelor’s degree in computer science or a closely related discipline, or an equivalent combination of formal education and experience
The typical base pay range for this role is between $39 per hour - $48 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 (https://careers.mufgamericas.com/sites/default/files/document/2023-01/mb-live-well-work-well.pdf)
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 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.
At MUFG, our colleagues are our greatest assets. Our Culture Principles provide a roadmap for how each of our colleagues must think and act to become more client-obsessed, inclusive and innovative. They reflect who we are, who we want to be and what we expect from one another. We are excited to see you take the next step in exploring a career with us and encourage you to spend more time reviewing them!
Our Culture Principles
Client Centric
People Focused
Listen Up. Speak Up.
Innovate & Simplify
Own & Execute