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IT User Support Analyst

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  • Full Time
  • Dubai

Hsbc

IT User Support Analyst Jobs in Dubai

 

About the job

IT User Support Analyst (UAE Nationals Only)

GCB6

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Client Services (CS) is the ITID function that provide the technologies and services that enable our staff to operate on a daily basis. CS consists of a number of engineering teams that provide technological solutions, a CS Operations team that provides support and maintains endpoints.

IT User Support Analyst (GCB6) role responsible to provide efficient IT support for HSBC Offices and users across various regions. The business community comprises staff at all levels ranging from retail banking, desk assistant, Traders and Senior Managers. Support is provided both remotely and if appropriate at the end user’s desk side. Priority is given to critical business units and top executives and senior management in all areas.

IT User Support Analyst role is responsible for providing hardware and software end user support. The User Support environment may be multi-site with extensive systems utilizing a wide variety of different manufacturers’ hardware and software. This role adheres to Standard support & delivery processes and procedures in order to provide a high quality service to users. The User Support Analyst handle incidents and requests to resolves these to the required standard and within the levels defined in the Service Agreement. Responsible for management of problem and incident resolution and subsequent MI liaising with third parties & other HTS service lines to resolve or escalate incidents/service requests.

We are currently seeking an ambitious individual to join our IT Client Services team, working together with colleagues to define, manage and achieve divisional business targets.

In this role, you will:

  • Manage Problem and Incident resolution and subsequent MI, liaising with third parties & other support service lines to resolve or escalate incidents/service requests. Providing excellent customer support.
  • Participate in the testing/piloting of new services/applications.
  • Ensure that technical documentation is regularly maintained and used when required.
  • Liaise with other CS Operations and Technology departments and 3rd party suppliers, managing 3rd party relationships to deliver service against contractual requirements where applicable.
  • Participate in the development of improvement activities, supporting a culture of continuous improvements.
  • Perform trend analysis on IT Service delivery and support Service Improvement Programs to maximize efficiency in service and to effect a positive impact on the unit rate and user experience.
  • Apply specialist expertise to provide timely response to end-user inquiries;
  • Resolve problems and incidents of varying complexity to enable the operation to continue to run and deliver service effectively by eradicating recurrences with the minimum disruption to the business;
  • Monitor support queues and action incidents and request within the Service Agreement where required;
  • Provide timely support to remote locations and branches across UAE as part of the scope of 2nd line support team and travel when required to support on site;
  • Where necessary, provide out-of-hours support ensuring live problems are managed with the minimum disruption to the business;
  • Ensure IT relocations, moves, add and changes are handled within agreed SLA with timely response to customers;
  • Contribute to the development and increased efficiency of the service provided, providing input to the creation and amendment of procedures;
  • Ensure 100% patch remediation and compliance across end user computing to target in-compliance machines to patch and update when required;
  • Manage IT Assets according to HSBC standards to record, update status and information on each asset on site with regular inventory checks across UAE sites including IT Store and build room activities;
  • Participate in Major Incidents to gather information and provide immediate support;
  • Support key initiatives in form of IT Express Centre and branch IT support activities;
  • Report any risk items identified or problems to management immediately;
  • Participate in relevant compliance monitoring, reporting and documentation; and
  • Ensure compliance with all relevant internal instructions (FIMs, GSMs, circulars) and external regulatory requirements, including the management of operational risk and adherence to HSBC Group’s standards of ethical behavior.

To be successful in the role, you should meet the following requirements:

  • Previous experience in a high profile customer facing support environment
  • Overall understanding of desktop services and the supporting infrastructure to be able to prioritize faults, estimate fix times.
  • Knowledge of HSBC systems desirable
  • A broad understanding of IT hardware, software, operations and networks
  • Overall understanding of desktop services and the supporting infrastructure
  • Good Understanding of end user hardware and software and general IT Support principles
  • Have sufficient knowledge of IT Operations; understanding policy, processes, procedures and systems deployed.
  • Technical support proficiency for the following applications:
  • Windows
  • Microsoft Office suite
  • Lotus Notes/ MS Outlook /GFE (Good for Enterprise)/ MDM
  • Citrix/ VPN
  • Corporate mobiles
  • Strong analytical skills to quickly assess situations, their impact and options for resolution.
  • Ability to work on own initiative with minimal supervision
  • Ability to work under pressure and deliver within very limited time-scales.
  • Experience providing IT Support to customers at all levels
  • Strong presentation / training skills and good team skills which rely on honest open communication and reliability of individuals to strive to deliver an excellent service to the customer.
  • Strong interpersonal skills and good communication, both verbal and written English.
  • Strong analytical skills to quickly assess situations, their impact and options for resolution.
  • Good team skills Effectively co-ordinate delivery of services involving elements delivered by other internal/external teams;
  • Have a good knowledge of the project lifecycle and ITIL framework;
  • Strong ownership skills and ability to work under pressure; and
  • Find logical solutions to problems and manage to resolution.

For further details and application information please visit our careers site, searching under reference number 0000G3M8.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by The Hong Kong and Shanghai Banking Corporation Limited.

 

 

To apply for this job please visit hsbc.taleo.net.