The purpose of this role is to manage problem and incident resolution and subsequent management information, liaising with third parties and other support service lines to resolve or escalate incidents/service requests. The successful candidate will provide excellent customer support, ensuring technical documentation is regularly maintained and used when required. Regular communication with other Technology departments and third-party suppliers is essential for managing relationships and delivering services against contractual requirements.
Duties & Responsibilities:
- Perform trend analysis on IT service delivery and support service improvement programs to enhance efficiency and user experience.
- Apply specialist expertise to provide timely responses to end-user inquiries.
- Resolve problems and incidents of varying complexity to ensure uninterrupted service delivery.
- Monitor support queues and address incidents and requests in accordance with service agreements.
- Provide out-of-hours support as necessary, managing live problems with minimal disruption to the business.
- Contribute to service efficiency through feedback on procedure creation and amendments.
- Participate in major incidents to gather information and provide immediate support.
- Report any identified risks or problems to management.
- Ensure compliance with internal and external regulations and standards.
- Provide technical direction and support for the maintenance of AV systems (Logi/NEAT/Poly/Cisco).
- Manage vendor relationships for efficient troubleshooting of AV issues.
- Oversee the AV department's daily operations and coordinate with event planners to understand AV needs.
- Work with global teams to ensure regional operational issues are addressed.
- Identify areas for operational efficiency and cost-effectiveness.
- Participate in testing new services/applications and support continuous improvement initiatives.
Requirements:
- Graduation degree is required to secure a UAE Visa and Work Permit.
- Experience in technology/infrastructure functions, with a preference for End User Services.
- Strong relationship management skills and the ability to engage and collaborate with diverse stakeholders.
- Experience in large, complex organizations with a matrix management structure.
- Knowledge of IT Operations, policies, processes, and systems.
- Strong analytical skills for assessing situations and resolution options.
- Ability to work independently with minimal supervision and provide IT support to all customer levels.
- Excellent presentation, training, and team skills with a focus on open communication and reliability.
- Strong interpersonal skills and good communication in English (both verbal and written).
- Familiarity with project lifecycle and ITIL framework.
- Strong ownership skills and ability to work under pressure.
Language Requirements: Strong communication skills in English (verbal and written) are required.
HSBC is committed to fostering a workplace that values diversity and promotes continuous professional development.
