Job Description
IT Client Support Analyst – Print Service is the point of contact between HSBC businesses and GMPS (Global Managed Print Service) vendors ensures contractual responsibilities are upheld through effective monitoring as per service level agreements and controlling/ handling escalations from Local Service Owners. Manage and maintain print service infrastructure including contracts, transitions, risk, billing and MI. Role is also to conduct timely performance and service review to align with the global contract. Change and Vendor management, Asset management, governance, cost saving and service improvement, forecasting new possibilities within the infrastructure for better customer experience as per business requirements. Driving innovation and continuous improvements. Reviewing and approving of new orders, upgrade and services.
Responsible for management of problem and incident resolution and subsequent MI liaising with third parties & other service lines to resolve or escalate incidents/service requests.
Duties and Responsibilities
Your main responsibilities in this role include the following:
Ensure highest uptime for print service fleet.
Insight of entire fleet cost, usage and compliance.
Providing monthly MI decks to the management.
Owner of local escalation process review and escalation/ contact list document.
Manage Problem and Incident resolution and subsequent MI, liaising with third parties & other service lines to resolve or escalate incidents/service requests.
Providing excellent customer support.
Work closely with teams to increase the % of First Time Fixes delivered.
Communicate effectively with key business users and stakeholders regarding day-to-day 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 Support teams across the UAE on issues to ensure a unified front to IT Client Support & Delivery.
Liaise with other IT 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.
Be involved in and participate in supporting BCPs.
Perform trend analysis on IT Service delivery and support Service Improvement Programs to maximise efficiency in service and to effect a positive impact on the unit rate and user experience.
Job Requirements
UAE Nationals Only
General experience in IT support
Knowledge of HSBC systems desirable
Exceptional supplier management and vendor risk management.
Overall understanding of managed print service and contractual documents, SLA and fix times
Strong finance, budgeting and reporting experience
Ability to manage individually as accountable and responsible.
Exceptional analytical skills to generate day to day reports.
Ability to work under pressure and deliver within very limited time-scales.
Experience in providing required suggestion to businesses at all levels.
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.
Knowledge of best practice within a support environment.
Job Details
Company/Organization: HSBC Bank
Employment Type: Full-time Job
Job Functions: Information Technology
Job Location: Dubai, United Arab Emirates
Application Deadline: N/A
