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IT Support Analyst
Link Group
posted 12hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Overview
This will be the customer facing first point of connection with MUFG Pension and Market Services and perform first level technical support to MUFG core business applications and production systems.
The individual will be responsible for creating and managing service requests made by internal business units and our external clients. Ensure service requests are appropriately actioned according to agreed service levels and performance targets are met.
Part of this role will also include process improvement and working with all support teams to provide a better client service model to the business.
Key Accountabilities and main responsibilities
Strategic Focus
- Investigating and resolving technical issues related to all core applications and interfaces including ticket triage, categorization, prioritization, and correct assignment of the ticket.
- Provide application support to MUFG technologies as required, and escalate major IT incidents where necessary.
- Work with business users and IT colleagues to ensure timely resolutions are provided to identified issues.
- Assist in scoping system change requirements.
- Actively commit to change to improve where complaints and data trends emerge.
- Provide high quality customer service on inbound and outbound calls.
Operational Management
- To provide IT Technical & Digital support across a 24x7 environment to business users and clients through systems problem solving and maintenance.
- Completion of regular scheduled tasks to support team SLAs.
- Provide effective performance support by minimizing downtime to the business by liaising with developers, back-end support, database administrators and vendors.
- Collaborate with other team members to improve the overall performance delivered to customers.
- Maintain systems at a supported version by applying latest patches and service packs.
- Create and maintain AD user records, network share access, along with account provisioning & termination.
Governance & Risk
- Adhere to all MUFG Retirement Solutions standards, policies and procedures.
The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.
Experience & Personal Attributes
Experience
- Overall 5 to 7 years experience in IT Service Delivery supporting business and internal departments.
- Experience with TIBCO, J2EE, Java, JSP, Websphere / Weblogic, Apache, SOAP, SQL Query writing would be advantageous.
- Prior knowledge with IT Service Management tool ServiceNow and ITIL principles preferred.
- Sound knowledge of MS Office Products
- Advanced knowledge of Desktop PC operating systems is highly desirable.
- Basic understanding of Network Infrastructure systems and technologies.
- Experience working in Shift based support model as required to enable and support global teams.
Personal Attributes
- High level of problem-solving skills to handle complex integration, application, and other support issues across a complex technical and digital environment.
- Effective verbal and written communications skills.
- The individual will be accountable for and shall take end to end responsibility of the services provided.
- Ability to communicate clearly to the business and IT stakeholders in relation to incidents or other general status updates.
- Ability to work effectively in a team.
- Proven problem-solving ability that led to business solutions and improvements a must.
- Pleasant and helpful personality.
Employment Type: Full Time, Permanent
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Flexible timing
Monday to Friday
No travel
Day Shift
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