HSBC is seeking an IT User Support Analyst (UAE National) to provide hardware and software end-user support and technology-related services in the United Arab Emirates. This position focuses on first or second level support and governance of various locally hosted infrastructure components, including endpoints, printers, video conferencing equipment, scanners, desk phones, monitors, docking stations, corporate mobile phones, and tablets. The role requires expertise in managing an environment with multiple sites, ensuring adherence to End User Support processes for high-quality service delivery, and handling incidents and requests as per the defined service levels. Additionally, travel between sites may be required, along with involvement in flagship projects like evergreen, upgrade, or patch management.
Duties & Responsibilities:
- Provide daily technical support to end users and ensure optimal functionality of endpoints and mobile devices.
- Offer evening and weekend on-call support for IT services used during events.
- Effectively manage IT assets inventory.
- Participate in IT projects as required.
- Adhere to HSBC's security standards.
- Install, configure, upgrade, and support IT equipment (hardware/software) in line with agreed SLAs.
- Manage problem and incident resolutions, liaising with third parties as necessary.
- Maintain and regularly update technical documentation.
- Collaborate with Technology departments and third-party suppliers to deliver services.
- Support continuous improvement initiatives to enhance service delivery and user experience.
Requirements:
- Diploma or Bachelor's degree in Computer Science, Information Technology, or a related field.
- 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.
- Strong troubleshooting and analytical skills.
- Excellent verbal and written communication skills.
- Familiarity with ITIL processes.
- Basic knowledge of network infrastructure (Wi-Fi and LAN).
- On-site presence at the Al Ain branch is mandatory.
Language Requirements: Proficient in English (verbal and written communication).
HSBC is committed to building a culture where all employees are valued and respected, providing a workplace that fosters continuous professional development and growth within an inclusive and diverse environment.
