indeed
IT User Support Analyst (UAE National)
HSBC
Dubai, UAE
Full-time
Onsite
Discovered 1 weeks ago
End-user hardware and software supportSecond-line IT supportIncident managementProblem managementITIL processesService level management
Free
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End-user hardware and software supportSecond-line IT supportIncident management
Role Overview
End User Services provides technologies and services that enable HSBC colleagues to work effectively.
The IT User Support Analyst provides efficient IT support to offices and users across multiple regions.
The role supports users ranging from retail banking staff and desk assistants to traders, senior managers, and executives.
Support covers end-user hardware and software in a potentially multi-site environment using standard service processes.
Key Skills for This Role
End-user hardware and software supportSecond-line IT supportIncident managementProblem managementITIL processesService level management
Full Job Posting
Role overview
End User Services provides technologies and services that enable HSBC colleagues to work effectively.
The IT User Support Analyst provides efficient IT support to offices and users across multiple regions.
The role supports users ranging from retail banking staff and desk assistants to traders, senior managers, and executives.
Support covers end-user hardware and software in a potentially multi-site environment using standard service processes.
Core responsibilities
- Manage incidents and problems end to end, produce management information, and coordinate resolution or escalation with support teams and third parties.
- Resolve incidents and service requests within agreed service levels while delivering effective customer service.
- Provide remote and on-site second-line support to branches and locations across the UAE, including travel when required.
- Support testing and piloting of new services and applications.
- Maintain technical documentation and support procedures so they remain current and fit for purpose.
- Collaborate with EUS Operations, technology teams, and third-party suppliers to meet contractual service requirements.
- Perform service-performance trend analysis and support service-improvement programmes.
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