IT User Support Analyst

• Provide day to day technical support to end users
• Ensure business is working at their optimal best on end points and mobile handheld devices
• Provide evening and weekend on call support for IT services used during events
• Effectively managing IT assets inventory and build
• Participating in IT projects when needed
• Adhere to HSBC security standards
• Support video conference equipment
• Support printers and scanners
• Support failover and disaster recovery activities
• Support other CTO country level activities
• Install, configure, upgrade and support of IT equipment (Hardware / software) according to agreed SLA with business
• Manage Problem and Incident resolution and subsequent MI, liaising with third parties & other support service lines to resolve or escalate incidents/service requests
• Providing excellent customer support service
• Participate in the testing/piloting of new services/applications
• Ensure that technical documentation is regularly maintained and used when required
• Liaise with other Technology departments and 3rd party suppliers, managing 3rd party relationships to deliver service against contractual requirements where applicable
• Participate in the development of improvement activities, supporting a culture of continuous improvements
• Perform trend analysis on IT Service delivery and support Service Improvement Programs to maximize efficiency in service and to affect a positive impact on the service level and user experience
• Apply specialist expertise to provide timely response to end-user inquiries, infrastructure support and projects
• Resolve problems and incidents of varying complexity to enable the operation to continue to run and deliver service effectively by eradicating recurrences with the minimum disruption to the business

• Diploma or Bachelor's degree in Computer Science, Information Technology, or a related field is a must
• Certifications such as MCSE or ITIL Foundation are beneficial
• 1-3 years of experience in end-user support or IT infrastructure roles, preferably in a banking or contact center environment
• Experience working on end point devices (Laptop/ Desktop/ Workstation/ Tablet), Mobile devices (e.g. Corporate or BYOD mobiles), wireless networks and Enterprise printers and scanners
• Incident and Request systems (e.g., ServiceNow)
• Strong troubleshooting and analytical skills
• Excellent verbal and written communication
• Familiarity with ITIL processes
• Basic knowledge of network infrastructure (Wi-Fi and LAN)
• Onsite presence at Al Ain branch is mandatory

Certifications such as MCSE or ITIL Foundation are beneficial

• Continuous professional development
• Flexible working
• Opportunities to grow within an inclusive and diverse environment