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This role sits within Client Services, a vertical of Digital Engineering Services (DES), the organisation’s core infrastructure function.

DES is responsible for delivering secure, scalable, and resilient infrastructure capabilities across the enterprise, including Storage, Network, Platform, SOC, and Service Management. Within this, Client Services team focuses on end-user-facing technologies, covering Desktop Services, Application Delivery and Messaging & Collaboration.

The AskIT / Onsite Desktop Support Engineer provides frontline technical support for end-user devices and workplace technology, ensuring employees can work efficiently with minimal disruption. The role is responsible for resolving hardware, software, and Microsoft 365 issues, supporting device lifecycle activities, and delivering high-quality end user experience across office locations. The engineer works closely with infrastructure, engineering, and service management teams to maintain secure reliable, and modern workplace technology services.

· Zero direct reports

The Desktop Support Analyst is a key member of the onsite AskIT team, providing face-to-face technical support and acting as the primary onsite point of contact for end users requiring IT assistance. While an offsite Service Desk handles remote and centralised support, this role exists to deliver hands, in person engagement.

The Desktop Support Analyst works in close partnership with the offsite Service Desk and other IT teams to ensure seamless end-to-end support. This includes receiving escalations from the Service Desk, resolving onsite incidents, coordinating follow-ups, and ensuring accurate documentation and communication throughout the support lifecycle. The role plays a vital part in bridging the gap between remote IT services and the users physical technology environment.

In this customer facing role, the Desktop Support Analyst focuses on restoring productivity quickly while providing a positive, professional support experience. Responsibilities extend beyond break/fix support to include workstation deployments, onboarding and offboarding assistance, endpoint standards enforcement, and proactive identification of recurring issues. Success in this role is defined by technical effectiveness, collaboration, and the ability to represent the AskIT team as a trusted, reliable presence within the business.

As a highly visible, onsite presence, the Desktop Support Analyst plays a key role in shaping the end-user perception and sentiment toward IT services. Through professionalism, empathetic, and solution based interactions, the Analyst builds trust with employees and promotes confidence in the AskIT team and the broader IT organisation. This role actively listens to user concerns, manages expectation, and communicates clearly throughout the support process, ensuring users feel supported and informed.

The Desktop Support Analyst also contributes to continues improvement by identifying recurring pain points, sharing user feedback with IT leadership and the offsite Service Desk, and supporting initiatives aimed at improving service quality, adoption, and satisfaction. Positive user engagement and customer experience are considered core outcomes of the role, alongside technical resolution and operational efficiency.

• Serve as the primary onsite point of contact for employees seeking in-person IT assistance through the AskIT walk-up support model.
• Provide hands-on troubleshooting and resolution of desktop, laptop, peripheral, and mobile device issues that cannot be full resolved by offsite Service Desk.
• Receive and work escalations from the offsite Service Desk, ensuring timely follow-up and resolution.
• Assist users with application, operating system, and connectivity issues in a professional and customer focused manner.
• Maintain a visible, approachable presence that encourages positive engagement with the AskIT team.

• Perform desk setups for new hires, office moves, and workspace changes, including installation and configuration of desktop and laptop equipment.
• Install connect, and test monitors, desktops, thin clients, keyboards, mice, headsets and other peripherals.
• Connect and disconnect network cabling, including patching to wall ports, floor boxes and switches where applicable.
• Dismantle, relocate, and properly store desktop equipment during employee moves, offboarding, or office reconfigurations.

• Log, update, and resolve incidents and service requests in the IT ticketing system n accordance with defined SLAs and processes.
• Ensure accurate documentation of troubleshooting steps, resolutions, and root causes to support knowledge sharing and trend analysis.
• Escalate complex or systemic issues to the appropriate team, while maintain ownership and communication with the end user.
• Coordinate with the offsite Service Desk to ensure seamless handoffs and consistent user experience.

• Support corporate issued mobile phones and tablets, covering setup, configuration, troubleshooting and replacement.
• Assist users with mobile device enrolment, security policies, email, collaboration apps, and connectivity.
• Install, image, configure, deploy, and refresh desktops, laptops and mobile devices in accordance with corporate standards.
• Troubleshoot and support hardware issues, including printers, desktops, thin clients, laptops, and other peripherals.
• Perform basic network troubleshooting related to endpoint connectivity.

• Assist with user account administration, including password resets, access requests, and group membership changes.
• Support onboarding, offboarding, and employee moves by provisioning and collecting equipment and coordinating access changes
• Ensure access and device provisioning align with security, compliance and audit standards.

• Provide onsite support for meeting rooms and collaboration spaces, including audio-visual and video conferencing equipment.
• Set up, test, and troubleshoot displays, projectors, cameras, microphones, speakers, room PCs, and conferencing systems.
• Assist users with joining and hosting meetings using collaboration tools (e.g. Microsoft Teams)
• Respond promptly to in-meeting support requests to minimise disruption to business meetings.
• Perform routine checks, basic maintenance, and reporting of AV issues to ensure meeting rooms remain operational and ready for use.

• Deliver high-quality, empathetic support experience that positively influences user sentiment and trust in IT services.
• Communicate clearly with users regarding issue status, expected timelines, and next steps.
• Identify recurring user issues or experience gaps and proactively share insights with AskIT leadership and the offsite Service Desk.
• Contribute to initiatives aimed at improving service delivery, user adoption, and satisfaction.

• Follow IT policies, procedures, and best practices, including ITIL-aligned service management processes.
• Maintain AskIT workspaces, equipment rooms, and asset inventories in an organized and audit ready state.
• Participate in documentation, knowledge base creation, and process improvement.
• Support special projects, technology refreshes, and department initiatives as required.
• Provide support to EMEA Branch offices as required.

Essential

• 1–3 years’ experience in an IT support, Service Desk, Help Desk, or Desktop Support role.


• Experience supporting Microsoft 365 applications in an enterprise environment.


• Experience using ITSM/ticketing tools to log, manage, and resolve incidents and service requests.


• Experience providing desktop support, including hardware installation, desk setups, office moves, and peripheral connectivity.


• Experience supporting Windows desktop operating systems.


• Experience supporting mobile devices, including setup and troubleshooting.

• Experience working in an onsite walk-up or AskIT support environment.


• Experience supporting users within a corporate or enterprise environment.


• Exposure to endpoint management solutions (e.g. Microsoft Intune, SCCM, Ivanti EPM).


• Experience creating user-facing knowledge articles, FAQs, or support documentation.


• Experience supporting technology adoption initiatives, self-service, or end-user engagement activities.

Essential

• Degree qualification in IT (or related discipline) or equivalent industry experience.


• Strong knowledge of Windows desktop operating systems.


• Good working knowledge of Microsoft 365 applications.


• Basic networking knowledge (Wi-Fi, VPN, TCP/IP, DHCP).


• Ability to troubleshoot hardware and software issues independently.


• Strong customer service, communication, and problem-solving skills.


• Ability to prioritise workload and manage multiple support requests.

• Knowledge of Active Directory, Microsoft Entra ID (Azure AD), and endpoint management technologies.


• Understanding of Microsoft Intune, SCCM, Ivanti EPM, or similar endpoint management tools.


• General knowledge of enterprise IT infrastructure, including networking and cloud technologies.


• Relevant industry certifications (e.g. CompTIA A+, Network+, Microsoft).


• Comfortable delivering user guidance through knowledge articles or short instructional videos.

• Strong customer service and communications skills.


• Friendly, approachable, and patient, ensuring users feel supported and valued throughout their IT journey.


• Ability to explain technical concepts to non-technical users


• Excellent problem-solving and time management skills.


• Ability to multitask and prioritise in a busy onsite environment.


• A strong desire to learn and grow, with a commitment to expanding your technical skill set and knowledge.


• Ability to lead by example, taking ownership of customer issues and driving solutions.


• Passionate about delivering exceptional customer service and improving user experiences.


• Proactive, with a focus on continuous improvement and identifying opportunities to streamline support processes.


• Able to work independently, manage time effectively, and adapt to changing priorities.

MUFG is committed to embracing diversity and building an inclusive culture where all employees are valued, respected and their opinions count. We support the principles of equality, diversity and inclusion in recruitment and employment, and oppose all forms of discrimination on the grounds of age, sex, gender, sexual orientation, disability, pregnancy and maternity, race, gender reassignment, religion or belief and marriage or civil partnership.

We make our recruitment decisions in a non-discriminatory manner in accordance with our commitment to identifying the right skills for the right role and our obligations under the law.