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Service Desk Supervisor, Analyst
Mitsubishi UFJ Financial Group
Monterey Park, CA, United States
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Description
Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world (as ranked by S&P Global, April 2018) with total assets of over $2.9 trillion (106.2 (JPY) as of March 30, 2018) and 150,000 colleagues in more than 50 countries. In the U.S., we’re 13,000 strong, working together to positively impact every customer, organization, and community we serve. We achieve this by delivering on our values, putting people first, fostering long-term relationships built on honesty and mutual understanding, and inspiring the best in each other. This is all part of our inclusive, high-performing culture supported by Total Rewards that include our cash balance pension plan. Join a team that’s working to fulfill its vision to be the world’s most trusted financial group.
Service Desk Supervisor, Analyst
Job Summary
Responsible for supervising the day-to-day operation of the ITG Service Desk staff. The primary objective is to ensure the staff supports the bank's business by logging, assessing, resolving, and escalating incidents, as necessary. Position also performs trouble resolution for the more complex incidents, mentors staff, and performs administrative and operational duties. Take action on issues that appear as trends, perform research or prescribed tasks requested by support groups, and document the findings to aid in finding the root cause, work around, or solution. Identify areas where education of the staff is needed, and create the environment to accomplish the task.
Responsibilitiess
• Duties include Interviewing and candidate evaluation. Recommendation of hiring, termination; salary changes and job promotions, setting work hours, conducting counseling /performance reviews, and planning of the staff ‘s work. Analyst and monitor ACD calls. Skill based routing strategies to maximize customer support. Responsible for supervising the day-to-day operation of the IT Service Desk staff.
• The primary objective is to ensure the staff supports the bank's business by logging, assessing, resolving, and escalating incidents. Provide staff direction for identify, track, escalate, resolve and report customer problems. Responsible for implementing technical service restorations and troubleshooting procedures for identifying, testing and diagnosing computer system and peripheral equipment faults. Provides technical advice, guidance and training to the Service Desk staff.
• Provides assistance to staff with troubleshooting to restore the more complex technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms. Performs root cause analysis and develops checklists for typical problems. Works in a team setting, sharing information and assisting others with calls.
• Performs administrative and operational duties. Participates in various meetings and ensures proper turnover documentation has been prepared for the staff. Responsible for group's reporting. Responsible for team's reviews. Evaluates and recommends new products, maintains knowledge of emerging technologies for application to the enterprise. Take action on issues that appear as trends, perform research or prescribed tasks requested by support groups, and document the findings to aid in finding the root cause, work around, or solution. Contribute to department reference tools, methods, technical training, and subject documentation, to fulfill the needs of the agent performing end-user support.
Qualifications
• Typically has 5 to 7 years of IT work experience with demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving/troubleshooting skills.
• Bachelor's Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience.
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.
We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.
A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it's the bank's policy to only inquire into a candidate's criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses.