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54 MUFG Pension & Market Services Jobs
Service Desk Analyst Service Desk Analyst
MUFG Pension & Market Services
posted 1mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Overview
The purpose of this role is to be the first point of contact and provide resolutions on a range of IT enquiries, meeting or exceeding customer expectations and providing accurate resolutions and responses.
Customer facing first point of connection with Link Group IT and perform first level technical support to all Users and Clients.
Key Accountabilities and Main Responsibilities
Operational Management
- Ticket triage / categorisation / prioritisation / assignment.
- Escalation of Major IT Incidents,
- AD user record currency, network Share access, account provisioning / termination
- Provide high quality customer service on inbound and outbound calls
- Provide efficient and effective query resolution by taking ownership for first call resolution
- Identify opportunities to provide information regarding other value-added services
- Participate in formal and informal team based training
- Adhere to all legislative requirements required for the role
- Ensure Service Level compliance for Incidents and Requests
- Monitoring of the Service Desk queue, ensuring all tickets are dealt with in a timely and professional manner
- Use agreed IT Operational Processes, and ensure they are consistently applied in order to maintain high quality and efficient IT services are delivered
- Maintain and improve on key Service Desk performance indicators
- Participation in quality development
- Active involvement in team and cultural change within the Service Desk team
- Other responsibilities as directed by the Manager or Team Leader, Service
Experience Personal Attributes
- Experience working on a Service Desk - providing IT support
- Active Directory
- Service Now
- ITIL processes
- Strong written and verbal communication
- Strong customer service skills
Overview
The purpose of this role is to be the first point of contact and provide resolutions on a range of IT enquiries, meeting or exceeding customer expectations and providing accurate resolutions and responses.
Customer facing first point of connection with Link Group IT and perform first level technical support to all Users and Clients.
Key Accountabilities and Main Responsibilities
Operational Management
- Ticket triage / categorisation / prioritisation / assignment.
- Escalation of Major IT Incidents,
- AD user record currency, network Share access, account provisioning / termination
- Provide high quality customer service on inbound and outbound calls
- Provide efficient and effective query resolution by taking ownership for first call resolution
- Identify opportunities to provide information regarding other value-added services
- Participate in formal and informal team based training
- Adhere to all legislative requirements required for the role
- Ensure Service Level compliance for Incidents and Requests
- Monitoring of the Service Desk queue, ensuring all tickets are dealt with in a timely and professional manner
- Use agreed IT Operational Processes, and ensure they are consistently applied in order to maintain high quality and efficient IT services are delivered
- Maintain and improve on key Service Desk performance indicators
- Participation in quality development
- Active involvement in team and cultural change within the Service Desk team
- Other responsibilities as directed by the Manager or Team Leader, Service
Experience Personal Attributes
- Experience working on a Service Desk - providing IT support
- Active Directory
- Service Now
- ITIL processes
- Strong written and verbal communication
- Strong customer service skills
Employment Type: Full Time, Permanent
Read full job descriptionPrepare for Service Desk Analyst roles with real interview advice
What people at MUFG Pension & Market Services are saying
Service Desk Analyst salary at MUFG Pension & Market Services
reported by
1
employee
with 9
years exp.
₹5.6
L/yr - ₹7.1
L/yr
41%
more
than the average Service Desk Analyst Salary in India
View more details
What MUFG Pension & Market Services employees are saying about work life
based on 27 employees
Flexible timing
Monday to Friday
No travel
Day Shift
MUFG Pension & Market Services Benefits
View more benefits
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