IT User Support Analyst (UAE National)

HSBC
Dubai
Workplace: OnsiteFull timeFunction: SalesEducation: bachelorsSkills: ["Customer-service mindset","Analytical thinking","Judgement","Accountability","Teamwork"]

Deliver efficient end-user IT support for HSBC colleagues across multiple UAE regions, handling incidents and service requests while meeting agreed Service Level targets. Own problem and incident management end to end, produce management information, and coordinate with internal teams and third parties to resolve or escalate. Provide remote and appropriate on-site desk support, manage IT moves/adds/changes/relocations, maintain technical documentation, and drive continuous improvement and endpoint security hygiene through patch remediation and compliance.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
HSBC
HSBC
2 days ago

IT User Support Analyst (UAE National)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Deliver efficient end-user IT support for HSBC colleagues across multiple UAE regions, handling incidents and service requests while meeting agreed Service Level targets. Own problem and incident management end to end, produce management information, and coordinate with internal teams and third parties to resolve or escalate. Provide remote and appropriate on-site desk support, manage IT moves/adds/changes/relocations, maintain technical documentation, and drive continuous improvement and endpoint security hygiene through patch remediation and compliance.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Sales
Seniority: Mid level

Key Responsibilities

  • •Manage problem and incident resolution end to end, producing relevant management information and coordinating with third parties and other support teams.
  • •Support testing and piloting of new services and applications.
  • •Maintain and update technical documentation and contribute to improved service delivery procedures.
  • •Provide timely remote and on-site (where appropriate) support to UAE branches and locations, including out-of-hours live issue management.
  • •Drive endpoint security hygiene and compliance by ensuring patch remediation, proactively identifying non-compliant devices, and supporting IT moves/adds/changes/relocations within SLAs.
Travel: Low travel

Key Requirements

  • •Demonstrable experience in a standard IT support role, ideally within IT Operations.
  • •Hands-on exposure to both on-site and remote end-user support, including incident management and familiarity with change, problem, and release processes.
  • •Basic knowledge of enterprise systems management tools and broad technical knowledge across IT hardware, software, and networks.
  • •Experience working in a high-profile, customer-facing support environment supporting users at all levels.
  • •Clear and effective communication skills in English (verbal and written), with strong teamwork and ownership to drive issues to resolution.
Experience:IT operationsEnd-user support
Education:Bachelor's
Skills:Customer-service mindsetAnalytical thinkingJudgementAccountabilityTeamwork
Languages:English
Tech Stack:ITILIncident managementProblem managementChange controlRelease managementConfiguration managementEndpoint securityPatch remediationDesktop servicesService level targetsDisaster recovery

Eligibility

Nationality:UAE National

Company Brief

HSBC
Global banking and financial services organisation offering retail, commercial, corporate and investment banking, wealth management, and global markets services across Europe, Asia, the Americas and the Middle East.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1865
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn