Job Description
IT Client Support Analyst will provide level 2 support service to all internal customer across UAE. To provide efficient IT support for HSBC Offices and users across various locations. 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 Premier Supported customers in all areas to provide hardware and software end user support. The Support analyst environment is multi-site with extensive systems utilizing a wide variety of different manufacturers’ hardware and software.
This role creates and ensures adherence to global processes and procedures in order to provide a high quality service to users. Analyst should have hands on knowledge of complete hardware deployment and user relocation. Role require to work along with team to deployment hardware and inventory management. 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. The job holder will work closely with teams & end users regarding day to day support and participate in the identification and development of improvement activities supporting a culture of continuous improvement.
Duties and Responsibilities
Your main responsibilities in this role include the following:
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
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.
Proven experience of support in a financial environment
Ability to estimate fix times and prioritise faults.
Ability to work under pressure and deliver within limited timescales
Strong interpersonal skills
Good communication, both verbal and written
Good inter-personal skills including the ability to influence peer group good negotiation skills.
Understand and interpret complex business and IT requirements
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
