Service Desk Analyst
Mufg Pension & Market Services · Mumbai · onsite · Posted 1d ago
Undisclosed9–10 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Overview
The 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 Responsibilities
Operational 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
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
Customer ServiceServicenowTechnical Supportitil processesActive DirectoryOutboundInbound and outbound callstriageIT ServicescomplianceQuery ResolutioninboundIT Support
About MUFG Pension & Market Services
Mufg Pension & Market Services
Financial Services
5001-10000
employees
Sydney, New South Wales
Australia
About
MUFG Pension & Market Services delivers secure asset management solutions globally, enhancing operational efficiency and regulatory compliance for funds and employers.
Industries
Financial Services
Employee ratings
97 reviews
3.5/ 5
Culture
3.4
Career growth
2.7
Work-life
3.7
Employees rate it well for
Salary6Work Culture6Work Life Balance6Senior Management5Career Growth4
Find them on