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Service Desk Data Analyst

2 months ago

Tampa, Florida, United States MUFG Full time
About the Role

We are seeking a highly skilled Service Desk Data Analyst to join our IT Service Management team at MUFG. As a key member of our team, you will play a critical role in ensuring the effective governance of our knowledge base, providing exceptional support to our employees, and driving continuous improvements in our IT services.

Key Responsibilities
  • Maintain the knowledge base lifecycle by building and maintaining accurate and up-to-date documentation to support our employees with training, validation, and troubleshooting of hardware and software issues.
  • Capture, organize, and disseminate knowledge base documentation, troubleshooting, and training material to our global IT Service Desk team.
  • Actively communicate and collaborate with other departments and teams to ensure the creation of accurate knowledge base documentation.
  • Monitor and support escalated tickets using our ServiceNow support tool to create and update knowledge base articles.
  • Actively work with the Service Desk and other departments to ensure IT support is trained and prepared for any and all changes.
  • Build relationships with similar support teams to promote communication and cross-functional relationships.
  • Take an active role in support turnover by meeting with business, application, system, and process owners to understand the support scope, create knowledge base articles, and train the team.
  • Align with other teams in the company on a regular basis to ensure the knowledge base is accurate and current.
  • Provide backup support as needed.
Requirements
  • 5+ years' experience in IT delivery services across a large organization.
  • Experience administering and managing the ServiceNow Knowledgebase (or similar tool).
  • Proficiency in technical documentation, Microsoft Azure Active Directory (AAD), Intune Endpoint Manager, and Microsoft Active Directory administration.
  • Proficiency in Cisco WebEx Content Center and Cisco Jabber, 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 the 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 issues.
  • 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 ServiceNow 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) is 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.
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.