AskIT Support Engineer (Desktop Support Analyst)

About the role

Mitsubishi UFJ Financial Group (MUFG) is hiring an AskIT / Onsite Desktop Support Engineer in London. The role sits in Client Services, part of Digital Engineering Services, which covers end-user technologies such as Desktop Services, Application Delivery and Messaging & Collaboration. The analyst is the primary onsite point of contact for employees needing in-person IT help, working closely with the offsite Service Desk and other IT teams to restore productivity quickly.

Key responsibilities

• Provide onsite AskIT support: troubleshoot desktop, laptop, peripheral and mobile device issues, receive escalations from the Service Desk and document resolutions.
• Set up desks, install and test monitors, thin clients and peripherals, and handle office moves and offboarding.
• Log and resolve incidents and service requests in the ticketing system according to SLAs, and escalate complex issues.
• Support mobile devices, including setup, enrolment, security policies and troubleshooting.
• Install, image and configure desktops and laptops to corporate standards, and assist with user accounts, passwords and access requests.
• Support meeting rooms and AV equipment, including displays, projectors, cameras, microphones and Microsoft Teams.
• Share user feedback with IT leadership and the Service Desk, and contribute to knowledge base creation and process improvement.
• Follow IT policies and ITIL-aligned processes, keep workspaces and asset inventories tidy, and provide support to EMEA branch offices and cover shifts including weekends when required.

Required profile

• Degree in IT or a related discipline, or equivalent experience.
• 1-3 years' experience in IT support, Service Desk, Help Desk or Desktop Support.
• Experience with Microsoft 365, Windows desktops, mobile devices and ITSM/ticketing tools.
• Customer-focused, able to explain technical concepts to non-technical users and work independently.

Required skills

• Strong knowledge of Windows desktop operating systems.
• Good working knowledge of Microsoft 365 applications.
• Basic networking (Wi-Fi, VPN, TCP/IP, DHCP).
• Independent hardware and software troubleshooting.
• Desirable: Active Directory, Microsoft Entra ID, Intune, SCCM, Ivanti EPM, and knowledge of enterprise IT infrastructure.