Desktop Support - Analyst

Profile Summary

The Desktop Support Team is responsible for hardware and software support of the Mizuho PC, VDI and VCS estate, including Disaster Recovery and Test environments. As a Desktop Support Analyst, you will be a vital member of this team, providing a high calibre of customer service to our end user customer base. You will support both physical and virtual desktop environments, ensuring all systems and services are maintained to the highest standard and are available to meet business needs. The role requires proactive troubleshooting, technical expertise, and an ability to manage multiple tasks efficiently within defined Service Level Agreement (SLA) targets.

Duties and Responsibilities

• Provide a high calibre of customer service to our end user customer base, demonstrating professionalism and a customer-first approach at all times.
• Support both physical and virtual desktop environments, including maintenance and troubleshooting.
• Manage and maintain a high volume of incidents and service requests, ensuring all are resolved within the defined SLA targets.
• Ensure all documentation is kept up to date in all areas of responsibility and for all allocated tasks.
• Commission and decommission equipment and services (both hardware and software) to ensure smooth running of the business.
• Support the Bank’s printing solution, maintaining maximum availability for the customer base by liaising with third-party vendors and ensuring adequate stock levels.
• Effectively escalate incidents as required, liaising with other support teams and management in a professional manner, and ensuring incidents are followed through to conclusion.
• Undertake and, when required, co-ordinate internal office relocations with regard to IT equipment and placement, including weekends and out of hours.
• Mobile device issues: Troubleshooting and resolving problems related to mobile devices, such as iPhones and iPads..
• Printing issues: Address problems with printers, such as paper jams, connectivity issues, and print quality problems.
• Replacing toners: Replacing toner cartridges to ensure they continue to function correctly. It includes checking toner levels, ordering new cartridges, and installing them when needed.
• Trade floor support: Provide IT support to the trade floor, ensuring that all systems and applications used by traders are functioning correctly. It involves quick response times and the ability to handle high-pressure situations.
• General desktop escalations from Service Desk: Handling more complex issues that have been escalated from the Service Desk. It requires a higher level of technical expertise and the ability to resolve more in-depth problems.
• Mobile device setup, deployment, and support: This includes configuring and deploying mobile devices for users, ensuring they have the necessary applications and settings. It also involves providing ongoing support for these devices.
• Mobile application deployment: Deploying mobile applications to users' devices, ensuring that they are correctly installed and configured. It includes managing updates and troubleshooting any issues that arise.
• Mobile recording: Setup and maintenance of mobile recording solutions, ensuring that calls and other communications are properly recorded and stored as required.
• M365 Office support: Provide support for Microsoft 365 Office applications, such as Word, Excel, and Outlook. It includes troubleshooting issues, and ensuring that the applications are properly configured.
• Basic Citrix support: This includes providing support for Citrix environments, such as virtual desktops and applications. It involves troubleshooting connectivity issues, ensuring that users can access their virtual environments.
• Hardware support: Troubleshooting and resolving issues with hardware, such as PCs, laptops, and peripherals. It includes diagnosing hardware failures, replacing faulty components, and ensuring that all devices are functioning correctly.
• Surface Pro support and health checks: Provide support for Microsoft Surface Pro devices, ensuring they are updating and reporting back to management servers, and are functioning correctly. It involves troubleshooting issues, installing updates, and maintaining the devices.

Qualifications, Skills and Experience

• Excellent communication, organisational and time management skills.
• Ability to innovate, support change and solve problems.
• Collaborative nature to contribute to a successful team performance.
• Strong analytical skills with an ability to troubleshoot technical issues.
• Customer-centric career experience.
• Demonstrate ability to innovate, support change and problem solve.
• Collaborative nature to contribute to a successful team performance.
• 12 months’ relevant IT experience.

What Mizuho Can Offer You

Here at Mizuho, there are fantastic progression opportunities and clear paths to promotion. We will give you ample opportunity to affect change and to help grow our business.

In addition to the great opportunity outlined above we are also currently able to offer:

• Competitive starting salary, plus discretionary bonus
• Non-contributory pension
• 27 days’ annual leave
• Core working hours*
• Hybrid working - office and home based*
• Virtual GP
• Wellbeing benefits, including Mental Health Allies and First Aiders

*For applicable roles only

At Mizuho, we embrace flexible ways of working when the role permits. We offer different working arrangements like part-time, job-sharing and hybrid (office and home) working. Our purpose-led culture and global infrastructure help us connect, collaborate, and work together in agile ways to meet all our business needs.

We are committed to supporting equality and diversity, and seek to create a workplace that is fully inclusive. We welcome applications from all sections of the community that we operate in and from all ethnic backgrounds, sexual orientation, beliefs, gender identities and disabilities

If you require more information about our equal opportunities policy or wish to discuss any accessibility requirements or reasonable adjustments please contact the recruitment team – recruitment@mizuhoemea.com and we will be happy to help.