Service Desk Analyst

4 weeks ago

Tampa, Florida, United States MUFG Bank, Ltd. Full time
Job Summary

In this role, the Service Desk Analyst will serve as the primary point of contact for all incidents and 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 Analyst 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.
Requirements
  • 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/OneDrive/SharePoint/etc), Entra, Intune, MFA, and Active Directory
  • Knowledge of Citrix Virtual Desktop, Citrix Director, Citrix Workspace, and Microsoft Virtual Desktop administration
  • Have superb communication and interpersonal skills.
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 $34 per hour - $43 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

We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws (including (i) the San Francisco Fair Chance Ordinance, (ii) the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, (iii) the Los Angeles County Fair Chance Ordinance, and (iv) the California Fair Chance Act) to the extent that (a) an applicant is not subject to a statutory disqualification pursuant to Section 3(a)(39) of the Securities and Exchange Act of 1934 or Section 8a(2) or 8a(3) of the Commodity Exchange Act, and (b) they do not conflict with the background screening requirements of the Financial Industry Regulatory Authority (FINRA) and the National Futures Association (NFA).

The major responsibilities listed above are the material job duties of this role for which the Company reasonably believes that criminal history may have a direct, adverse, and negative relationship potentially resulting in the withdrawal of conditional offer of employment, if any.

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.

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