Service Desk Analyst

OverviewThe 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 ResponsibilitiesOperational 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 About Us MUFG Pension Market Services is a global digitally enabled business connecting millions of people with their assets - safely securely and responsibly Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets we partner with a diversified portfolio of global clients to provide robust efficient and scalable services purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences A member of MUFG a global financial group we help manage regulatory complexity improve data management and connect people with their assets through exceptional user experience that leverages the expertise of our people combined with scalable technology digital connectivity and data insights About the Team Our hub in Mumbai and Pune has people working from state-of-the-art premises and plays a strategic role by providing operations processing and technology services and support for MUFG Pension Market Services businesses across the globe We are rapidly growing our Mumbai team to build greater capability within the organisation and provide specialised local services supported by the strength and scale of MUFG Pension Market Services global operations and knowledge base MUFG Pension Market Services is building a dynamic client focused caring and inclusive culture that is built on the foundations of an entrepreneurial spirit effective risk management empathy and trust and underpinned by its core values We are an inclusive employer whose people work collaboratively We encourage support and value the various talents and perspectives of our people and promote a flexible and blended work environment where our people can thrive and their wellbeing is supported We know that diversity drives better client outcomes continuous improvement and growth Be part of the MUFG Pension Market Services journey and together we will achieve our full potential We treat all individuals fairly and equitably and do not discriminate on the basis of diverse characteristics including but not limited to gender gender identity sexual orientation age ethnicity cultural background physical abilities disabilities religious or political belief marital or family status or carers responsibilities Candidates must have the relevant work rights to be considered for an opportunity at MUFG Pension Market Services Successful applicants will be required to complete background screening prior to commencement of employment