Help Desk Officer

About MUFG Global Service MGS 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 For more informatAbout 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 PacificAbout the Role Position Title HelpDesk Service Desk Engineer Junior AnalystCorporate Title AnalystLocation BengaluruJob ProfilePosition details The Junior Service Desk Analyst is an entry-level role responsible for providing first-level technical support to end users This role involves diagnosing and resolving technical issues logging incidents and escalating more complex problems to higher levels of support The position is focused on delivering excellent customer service and ensuring end-user satisfaction Roles and Responsibilities Act as the first point of contact for IT support requests via phone email or ticketing system Diagnose and resolve basic hardware software and network-related issues for end users Log all incidents and service requests accurately in the ticketing system Provide guidance to users on basic IT processes and troubleshooting steps Escalate unresolved or complex issues to senior analysts or other IT teams Perform user account management tasks such as password resets and account provisioning Assist in maintaining an up-to-date knowledge base with troubleshooting guides and FAQs Provide regular updates to users on the status of their requests Adhere to service level agreements SLAs and ensure timely resolution of issues Ability to multi task Familiar with IT Service desk metrics and processes Actively identify assess record resolve or escalate incidents and service requests ensuring they are handled within an agreed time limit within agreed processes and in a professional and customer sensitive manner Job Requirements Educational Qualification Diploma or Bachelors degree in IT Computer Science or related field Experience 3 years of experience in a similar technical support or IT help desk role Basic understanding of IT systems hardware software and networking concepts Familiarity with Microsoft Office applications e g Word Excel Outlook Strong communication and customer service skills Ability to prioritize and manage multiple tasks effectively Willingness to learn and adapt to new technologies and processes Preferred base location Bengaluru Willingness to report to office on all business days Willing to work in flexible night shifts Rotational shifts Exposure to ITIL concepts or certification optional Basic knowledge of troubleshooting tools and remote support software 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