Deskside Support Engineer

Link Group; Greater London; On-site; GBP 42,000 - 64,000; Full time

Benefits offered by this job

26 days leave + wellbeing & volunteer

Parental leave

Pension & Life Assurance

Learning & Development

Employee Assistance

Job summary

MUFG Pension & Market Services seeks a capable Deskside Support Engineer to provide hardware, software and infrastructure support from our London office. You will join the End User Computing Team, delivering second and third-line support, managing devices, local servers, network, and CMDB responsibilities.

You will handle incidents, contribute to technical documentation, and support lifecycle management of End User Computing devices.

Qualifications

• 2+ years of deskside support experience in a corporate IT environment.
• Proven customer service skills with the ability to explain technical information clearly to non-technical users.
• Strong familiarity with ITIL processes and incident/problem/change management.

Responsibilities

• Manage support tickets in the ITSM tool and provide timely updates to users.
• Take ownership of incidents and requests, escalating when required to ensure service continuity.
• Maintain and contribute to technical documentation in the knowledge base.
• Assist with lifecycle management of End User Computing devices including provisioning and deployment.
• Collaborate with IT teams and third-party partners to resolve incidents and support major incidents.
• Support Disaster Recovery activities as needed.

Skills

SCCM

Intune

Customer Service

ITIL

Deskside Support

Tools

ITSM Tool

Office 365

Job description

Overview:
As a Deskside Support Engineer, you will be based full-time in our office in London providing colleagues with hardware, software and infrastructure support.
You will be working within the End User Computing Team, who work closely with other IT Support Teams to provide effective and efficient second and third-line operational support, which includes end user devices, office hardware, meeting rooms, local server and network support, in addition to training end users, ensuring the timely and efficient resolution of incidents and service requests and supporting the PMO as a technical project resource.
In addition, you will undertake lifecycle management on End User Computing devices, including receiving, configuring and provisioning, packaged and unpackaged software installs, recovery, disposal, low-level comms room support and maintaining the CMDB.
You’ll be joining a network of experienced, innovative and dedicated individuals across multiple teams and countries. There are countless opportunities to learn new skills and develop in your career and we’ll provide the support you need to do just that.

Benefits:

• 26 days annual leave, plus a wellbeing day and a volunteer day, bank holidays and the opportunity to buy up to 5 days’ extra each year
• Parental leave and Gender Transition leave
• Health, wellbeing and lifestyle rewards and discounts that can be tailored to support you and your family. Everything from: Discounts on retail and socialising; Travel and technology; cycle2work scheme; A host of gym and fitness subscriptions; Car Salary Sacrifice scheme
• Appreciate programme: Employee recognition for colleagues demonstrating our values
• Company Pension Scheme and Life Assurance
• Employee Assistance Programme
• Talent Referral Programme
• Medical insurance
• Learning & Development – Development opportunities at your fingertips via self-paced learning and access to LinkedIn Learning

What you need:

As with any role, we want to find the right person and we want to make sure you know it’s the right role for you too. You will need:

• Demonstrable knowledge of build systems on SCCM and Intune mobile device management as a technically skilled Deskside Support Engineer
• An engaging and customer focused attitude, with proven customer service skills
• Exceptional verbal and written communication skills, with an ability to communicate technical information clearly, to non-technical stakeholders whilst setting expectations and providing reassurance
• Confidence, determination, resilience and the can-do attitude needed to multi-task and self-manage in an ever-changing environment
• The ability to think logically, with a structured approach to troubleshooting in complex environments
• Experience of working with the wider IT teams in a business (Incident, Problem, Change, Knowledge Management and Service Asset Configuration Management), in an ITIL process driven environment
• A minimum of 2 years’ deskside support experience, with demonstrable knowledge of the asset lifecycle, including builds, deployments, returns and decommissioning

Day to Day, you will:

• Effectively and efficiently manage support tickets logged in the ITSM tool according to defined key performance indicators to enable effective service management
• Take ownership of support tickets and the associated regular updates to ensure users and other IT support teams are informed and escalating issues when required
• Contribute to and maintain technical documentation in the knowledge management database
• Drive service improvement by developing documentation detailing processes and procedures
• Proactively support the investigation of problems and identify workarounds, fixes and root causes, supporting Disaster Recovery activities as required
• Effectively manage relationships with users, colleagues in other IT support teams and 3rd party partners
• Engage with the Service Delivery Team and third-part service providers
• Proactively support major incident management activity to return impacted systems to service as quickly as possible

The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs.

About Us

MUFG Pension & Market Services is a global, digitally enabled business that empowers a brighter future by 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 Corporate Centre Technology Services & Information Security function manages our IT infrastructure, technology operations, and information security. It oversees IT system development, maintenance, and security to ensure smooth technology operations support our daily activities.

We implement strong cybersecurity measures to protect sensitive data and manage service delivery through effective IT service management practices. By supporting global operations, we ensure our technological infrastructure is secure, efficient, and aligned with business needs.

MUFG Pension & Market Services is continuing to build a dynamic, client-focused, caring, and inclusive culture based on entrepreneurial spirit, effective risk management, empathy, and trust, underpinned by core values. We work collaboratively, supporting and valuing the talents and perspectives of our people, and promoting a flexible work environment where their wellbeing is prioritized. We believe diversity drives better client outcomes, improvement, and growth.

Join us on the MUFG Pension & Market Services journey to achieve our full potential. We treat everyone fairly and equitably, regardless of diverse characteristics. Candidates must have the relevant work rights. Successful applicants must complete background screening before employment.

Job Info

• Job Identification 16187
• Job Category Technology
• Locations 51 Lime Street, London, EC3M 7DQ, GB