Analyst, Desktop Support

Key Responsibilities

• Provide first- and second-line support to end users in both Windows 10 and Windows 11 environments.
• Support a variety of hardware devices including corporate mobile phones, iPads, laptops, and other peripherals.
• Perform desk-side visits to resolve more complex or high-touch support requests and ensure the highest levels of customer satisfaction.
• Log, track, and resolve incidents and service requests using the service management platform (e.g., ServiceNow), ensuring a timely response to all requests.
• Provide troubleshooting support for both software and hardware issues, escalating more complex problems as necessary.
• Engage in proactive customer-focused initiatives, seeking ways to enhance user experience and improve IT services.
• Collaborate with IT teams to identify recurring issues, improve processes, and deliver on continual service improvements.
• Maintain clear and effective communication with end users, explaining technical issues in simple terms.
• Contribute to the creation of knowledge base articles and documentation for recurring issues, ensuring the team benefits from shared learnings.
• Participate in onboarding and offboarding processes, including IT inductions and the setup of devices.
• Responsible for ensuring the provision and delivery of support services within operationally agreed targets during the approved service hours.
• Work with other TEC teams to demonstrate a strong service delivery ethos, providing a customer-focused approach and responsiveness for both London and the EMEA region.
• Accountable and responsible for the day-to-day management of personal performance, including attending regular reviews and appraisals, including assisting in goal and objective setting.
• Assist team members with resolution of work-related issues.
• Maintain PC Build room environment and store rooms.
• Assist in the disposal of end-of-life equipment and decommission devices.
• Assist in desk moves and changes.
• Assist the Trade Floor Support team when required.
• Respond to onsite support needs in other offices.
• Provide support to EMEA Branch offices as required.
• Retain a flexible approach to working including cover and occasional weekend working when required (e.g., DR tests and building power downs).

Key Skills & Experience

• Proven experience in a Desktop Support or Desktop Support role (minimum 2 years).
• Strong expertise in Windows 10 and Windows 11 environments, including troubleshooting and configuration.
• Experience with corporate mobile devices (iPhones, Android phones, iPads) and mobile device management.
• Strong customer service skills, with the ability to empathise and engage effectively with end users.
• Demonstrated ability to manage multiple service requests and prioritise tasks in a busy, fast-paced environment.
• Excellent communication skills, especially in face-to-face interactions with non-technical users.
• Understanding of ITIL processes and a desire to apply them to improve IT services.
• Willingness to take on leadership roles in customer-focused projects and continuous improvement initiatives.

Personal Attributes

• A strong desire to learn and grow, with a commitment to expanding your technical skill set and knowledge.
• Ability to lead by example, taking ownership of customer issues and driving solutions.
• Passionate about delivering exceptional customer service and improving user experiences.
• Proactive, with a focus on continuous improvement and identifying opportunities to streamline support processes.
• Friendly, approachable, and patient, ensuring users feel supported and valued throughout their IT journey.
• Able to work independently, manage time effectively, and adapt to changing priorities.

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.