About the Role
End User Services (EUS) is an ITID function that provides the technologies and services enabling colleagues to work effectively day to day. The IT User Support Analyst (GCB6) role is responsible for delivering efficient IT support to offices and users across multiple regions, encompassing all levels of the organization from retail banking staff to senior managers. Support is provided remotely and at the user’s desk, prioritizing critical business areas and top executives.
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This role includes end-user hardware and software support across various systems and vendor technologies. Analysts must follow standard support and delivery processes to ensure consistent and high-quality service. Responsibilities span managing incidents and service requests, resolving them within agreed Service Level targets, coordinating with third parties, and providing insights through relevant management information (MI). The position requires close collaboration with customers and partner support teams while contributing to a culture of continuous improvement.
Duties & Responsibilities:
- Manage problem and incident resolution end to end, ensuring excellent customer service.
- Support the testing and piloting of new services and applications.
- Maintain technical documentation, ensuring it is current and fit for purpose.
- Collaborate with EUS Operations, Technology teams, and third-party suppliers to meet service requirements.
- Contribute to continuous improvement initiatives and service enhancement activities.
- Perform trend analysis on service performance and support Service Improvement Programmes.
- Provide effective technical guidance in response to end-user queries.
- Resolve incidents and problems, aiming to minimize disruption to business operations.
- Monitor support queues to ensure incidents and requests meet agreed Service Levels.
- Provide timely remote and on-site support as part of the 2nd line support scope across the UAE.
- Offer out-of-hours support where necessary to manage live issues.
- Manage IT moves, adds, changes, and relocations within agreed SLAs.
- Contribute to improved service delivery and operational efficiency.
- Drive endpoint security hygiene and ensure compliance targets are met.
- Manage IT assets in accordance with standards, conducting regular inventory checks.
- Handle ad-hoc requests and provide project support.
- Participate in Major Incident activities, providing immediate hands-on support.
- Support key initiatives such as the IT Express Centre and branch IT support.
- Escalate risks and recurring issues to management without delay.
- Participate in compliance monitoring and documentation requirements.
- Engage with the business to tailor IT services and ensure user awareness of available benefits.
- Support Change Control activities, ensuring ITIL processes are followed.
- Ensure compliance with global EUS standards and maintain core standards.
- Strengthen relationships through proactive collaboration with stakeholders.
Experience & Qualifications:
- Graduation degree required for obtaining a UAE visa and work permit, including attestations for foreign degrees.
- Demonstrable experience in IT support roles, ideally within IT Operations.
- Hands-on experience with on-site and remote support, incident management, and familiarity with IT processes.
- Strong knowledge of risk management, configuration management, and disaster recovery concepts.
- Broad technical knowledge across IT hardware, software, networks, and support.
- Experience in a high-profile, customer-facing support environment.
- Strong analytical capabilities and problem-solving skills.
- Ability to work independently and demonstrate sound judgment.
- Strong presentation and end-user training skills.
- Excellent communication and interpersonal skills in English.
- Strong teamwork abilities, emphasizing open communication and personal reliability.
- Good understanding of the project lifecycle and ITIL framework.
- Ownership of tasks with the ability to drive issues through to resolution.
- Knowledge of the company systems is desirable.
- Understanding of core IT support principles, policies, and procedures in an IT Operational context.
Benefits and Working Conditions:
- We support flexible and alternative working arrangements, including remote work and adaptable hours.
- Commitment to building a culture where all employees are valued and respected, fostering continuous professional development and an inclusive environment.
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