IT User Support Analyst (UAE National)

About the Role
The IT User Support Analyst (GCB6) is responsible for delivering efficient IT support to the company offices and users across multiple regions. This role encompasses a diverse user base, including retail banking staff, desk assistants, traders, and senior managers. Support is provided both remotely and, when necessary, at the user’s desk. Priority is given to critical business areas and senior management.
The analyst will provide end-user hardware and software support in a multi-site environment, using standard processes to ensure consistent, high-quality service. Responsibilities include managing incidents and service requests, resolving them to the required standard and within agreed service level targets. The role also involves problem and incident management, producing management information, and coordinating with third parties as needed.
Working closely with customers and partner support teams, the analyst contributes to maintaining effective daily operations and implementing continuous improvement initiatives.

Duties & Responsibilities:

• Manage problem and incident resolution end to end, producing relevant management information and coordinating with third parties and support teams.
• Support the testing and piloting of new services and applications.
• Maintain and update technical documentation.
• Collaborate with EUS Operations, Technology teams, and vendors to meet contractual service requirements.
• Contribute to continuous improvement initiatives and service enhancement activities.
• Perform trend analysis on service performance to support Service Improvement Programmes.
• Provide effective technical guidance in response to end-user queries, resolving incidents and problems promptly.
• Monitor support queues and ensure incidents/requests are addressed within agreed Service Levels.
• Provide remote and on-site support throughout the UAE, which may include travel.
• Offer out-of-hours support as necessary.
• Manage IT moves, adds, changes, and relocations in accordance with SLAs.
• Support the development of procedures to enhance service delivery.
• Ensure compliance with endpoint security hygiene and asset management standards.
• Handle ad-hoc requests and project support as required.
• Engage in Major Incident activities, gathering information and providing immediate support.
• Support initiatives such as the IT Express Centre and branch IT support activities.
• Escalate risks, control gaps, and recurring issues to management without delay.
• Participate in compliance monitoring and reporting.
• Engage with the business to understand IT needs and tailor services accordingly.
• Support Change Control activities and adhere to ITIL processes (Incident, Problem, Change, Release, Configuration Management).
• Ensure compliance with global EUS &S support standards.
• Maintain Core Standards in line with HR policy and the Employee Handbook.
• Strengthen relationships with stakeholders and partner teams.
• Continuously improve Help and Support processes to enhance quality and efficiency.

Experience & Qualifications:

• A graduation degree is essential for obtaining a UAE visa and work permit. If your university certificate is from outside the UAE, up-to-date attestations and equivalency are also mandatory.
• Demonstrable experience in a standard IT support role, ideally within IT Operations.
• Familiarity with both on-site and remote support, including incident management, and knowledge of change, problem, and release processes.
• Working knowledge of risk management, configuration management, and disaster recovery concepts.
• Basic knowledge of enterprise systems management tools.
• Broad technical knowledge across IT hardware, software, networks, and operational support.
• Experience in a high-profile, customer-facing support environment.
• Strong understanding of desktop services and supporting infrastructure with a customer service focus.
• Ability to assess issues quickly and propose practical resolution options.
• Capacity to work independently and demonstrate sound judgment.
• Proven ability to perform under pressure and meet deadlines.
• Experience providing IT support to users at various organizational levels.
• Strong presentation and end-user training skills.
• Excellent interpersonal and communication skills, both verbal and written, in English.
• Strong teamwork skills, with a focus on open communication and reliability.
• Ability to coordinate service delivery across multiple teams.
• Good understanding of the project lifecycle and the ITIL framework.
• Strong ownership and follow-through skills to drive issues to resolution.
• Ability to identify logical solutions and manage problems to closure.
• Knowledge of the company systems is desirable.
• Knowledge of end-user hardware/software and IT support principles, including relevant policies and operational tools.