Help Desk Officer

About MUFG Global Service MGS MUFG Bank Ltd is Japan s premier bank with a global network spanning in more than 40 markets Outside of Japan the bank offers an extensive scope of commercial and investment banking products and services to businesses governments and individuals worldwide MUFG Bank s parent Mitsubishi UFJ Financial Group Inc MUFG is one of the world s leading financial groups Headquartered in Tokyo and with over 360 years of history the Group has about 120 000 employees and offers services including commercial banking trust banking securities credit cards consumer finance asset management and leasing The Group aims to be the world s most trusted financial group through close collaboration among our operating companies and flexibly respond to all the financial needs of our customers serving society and fostering shared and sustainable growth for a better world MUFG s shares trade on the Tokyo Nagoya and New York stock exchanges For more informat About Us MUFG Bank Ltd is Japans premier bank with a global network spanning in more than 40 markets Outside of Japan the bank offers an extensive scope of commercial and investment banking products and services to businesses governments and individuals worldwide MUFG Banks parent Mitsubishi UFJ Financial Group Inc MUFG is one of the worlds leading financial groups Headquartered in Tokyo and with over 360 years of history the Group has about 120 000 employees and offers services including commercial banking trust banking securities credit cards consumer finance asset management and leasing The Group aims to be the worlds most trusted financial group through close collaboration among our operating companies and flexibly respond to all the financial needs of our customers serving society and fostering shared and sustainable growth for a better world MUFGs shares trade on the Tokyo Nagoya and New York stock exchanges MUFG Global Service Private Limited Established in 2020 MUFG Global Service Private Limited MGS is 100 subsidiary of MUFG having offices in Bengaluru and Mumbai MGS India has been set up as a Global Capability Centre Centre of Excellence to provide support services across various functions such as IT KYC AML Credit Operations etc to MUFG Bank offices globally MGS India has plans to significantly ramp-up its growth over the next 18-24 months while servicing MUFGs global network across Americas EMEA and Asia Pacific About the Role Position Title Service Desk Helpdesk Engineer Senior Analyst Corporate Title Senior Analyst Location Bengaluru Job Profile Position details The Senior Service Desk Analyst plays a key role in managing advanced technical issues mentoring junior team members and ensuring the smooth operation of the service desk This role requires strong technical expertise analytical skills and the ability to handle escalations while ensuring end-user satisfaction Roles and Responsibilities Provide second-level technical support for escalated incidents and service requests Troubleshoot and resolve advanced hardware software and network-related issues Act as a point of contact for complex problem resolution and RCA Root Cause Analysis Perform Image deployment and configuration of IT hardware and software Collaborate with other IT teams for cross-functional issue resolution and project support Monitor and analyze ticket trends identify recurring issues and propose solutions to improve efficiency Maintain documentation including knowledge base articles and troubleshooting guides Ensure compliance with IT policies processes and SLAs Participate in periodic audits and contribute to process improvements Generate reports on ticket queries periodically or when requested Escalate unresolved problems to higher level line managers for support if needed Contribute to daily weekly monthly adhoc reports on KPI metrics Actively respond to emails tickets and calls from users Mentor and train junior analysts ensuring they are equipped to handle routine tasks effectively Job Requirements Educational Qualification Bachelors degree in IT Computer Science or related field Experience 3-5 years of experience in a senior technical support role Strong technical expertise in troubleshooting operating systems hardware and software L1 knowledge about SCCM Intune Networking Virtualization Proficiency with ticketing systems and remote support tools Advanced knowledge of Microsoft Office Active Director365 y and basic networking concepts Excellent analytical problem-solving and decision-making skills Strong interpersonal skills with the ability to communicate technical information to non-technical users Willingness to report to office on all business days Willing to work in flexible night shifts Rotational shifts Preferred Skills ITIL Foundation certification Experience with endpoint management tools like SCCM Intune or similar Familiarity with virtual desktop environments and remote work technologies Equal Opportunity Employer The MUFG Group is committed to providing equal employment opportunities to all applicants and employees and does not discriminate on the basis of race colour national origin physical appearance religion gender expression gender identity sex age ancestry marital status disability medical condition sexual orientation genetic information or any other protected status of an individual or that individual s associates or relatives or any other classification protected by the applicable laws