Analyst, Incident and Problem Analyst

Do you want your voice heard and your actions to count

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG) one of the worlds leading financial groups. Across the globe were 150000 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 worlds most trusted financial group its 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.

EDUCATION Degree or equivalent work experience equally preferable. Undergraduate degree in computer science information technology or any engineering fieldCERTIFICATIONS Include information as EXPERIENCE Experience in IT delivery services across a large organization required Experience in the banking or finance industries preferred. Experience in a highly regulated industry preferred. Knowledge of IT Service Management (ITSM) framework Functions include but not limited to supporting Windows OS MS Office/O365 end user computer systems hardware software application MDF/IDF VoIP network WLAN server BYOD and SKILLS Proficiency with ServiceNow ITSM: Advanced ability to create reports dashboards and manipulate data for technical and trend analysis Familiarity with ACD Tools (Avaya or Cisco a plus): Operations reporting skill-based call routing administration IVR administration Experience in collaborating with offshore and other IT infrastructure teams 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 Familiarity with Linux / Unix is a plus 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 Proficiency in Microsoft 365 Suite including resolving Outlook profile archive permissions issues Teams SharePoint OneDrive and OneNote issue Familiarity with ACD Tools (Avaya or Cisco a plus): Operations reporting skill-based call routing administration IVR administration Experience in collaborating with offshore and other IT infrastructure teamsFOUNDATIONAL SKILLS Communicates effectively Identifies multiple paths to success through the development of analytical critical thinking and decision-making skills Exercises sound judgement and strives for continuous improvement Demonstrates optimism resilience flexibility and openness to others ideas Learns while doing Actively listens and asks thoughtful questions Leverages available technology to achieve efficiency and results Engages inclusively and with intent Always acts with integrity Analytical thinking Iterative problem-solving Serving as a trusted advisor Ability to work effectively both independently and as part of a teamRESPONSIBILITIES High Level Responsibilities: Interface with vendors to provide service on PCs and related hardware and address complex problems and technical issues. Install configure troubleshoot and maintain office productivity enhancing tools PCs and related hardware; investigate hardware problems and perform minor repairs. Maintain upgrade and deploy network systems and software applications for specific requirements and as needed. Monitor calls and emails to maintain quality services and track problems to ensure their timely resolution; maintain written documentation on each call escalating complex problems to the next level of support. Participate in the evaluation testing and integration of new office products or functions; provide analysis related to the design development and implementation of hardware for products; assist in developing testing strategies devices and systems. Respond to inquiries and requests for assistance with organizations computer systems or PCs; provide technical support troubleshoot and resolve customer inquiries for one or more products or services. Train new users on mobile applications/technologies; train existing users on new applications/technologies. Work with end-users to determine the types of hardware and software required for office systems; coordinate supplies and set-up. Details: 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 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 Identify operational needs and recommend strategies to improve service processes Conduct forecasts in order to identify possible future IT challenges and take necessary steps in minimizing risks Participate actively 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 Act as the 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 Provide 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 Perform 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&As 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 Categorize and document issues customer interactions troubleshooting steps taken pertinent information gathered and resolutions

We are open to considering flexible working requests in line with organisational requirements.

MUFG is committed to embracing diversity and building an inclusive culture where all employees are valued respected and their opinions count. We support the principles of equality diversity and inclusion in recruitment and employment and oppose all forms of discrimination on the grounds of age sex gender sexual orientation disability pregnancy and maternity race gender reassignment religion or belief and marriage or civil partnership.

We make our recruitment decisions in a non-discriminatory manner in accordance with our commitment to identifying the right skills for the right role and our obligations under the law.