IT User Support Analyst (UAE National)

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End User Services (EUS) is an ITID function that provides the technologies and services enabling HSBC colleagues to work effectively day to day. EUS is made up of several engineering teams delivering technology solutions, alongside a EUS Operations team that supports users and manages endpoint services.

The IT User Support Analyst (GCB6) role is responsible for delivering efficient IT support to HSBC offices and users across multiple regions. The user base spans all levels of the organization, including retail banking staff, desk assistants, traders, and senior managers. Support is provided remotely and, where appropriate, at the user’s desk. Priority is given to critical business areas and to senior management and top executives.

The role provides end-user hardware and software support within a potentially multi-site environment, covering a broad range of systems and vendor technologies. The analyst follows standard support and delivery processes to ensure consistent, high-quality service. This includes managing incidents and service requests, resolving them to the required standard and within agreed Service Level targets.

The role is also accountable for problem and incident management, producing relevant management information (MI), and coordinating with third parties and other HTS service lines to resolve or escalate incidents and requests as needed.

The jobholder works closely with customers and partner support teams to maintain effective daily operations and contributes to identifying and delivering improvement initiatives, supporting a strong culture of continuous improvement.

Duties & Responsibilities:

• Manage problem and incident resolution end to end, producing relevant MI and coordinating with third parties and other support teams to resolve or escalate incidents and service requests, while delivering excellent customer service.
• Support the testing and piloting of new services and applications.
• Maintain and use technical documentation, ensuring it is kept current and fit for purposes.
• Collaborate with EUS Operations, Technology teams, and third-party suppliers, managing vendor relationships to meet contractual service requirements where applicable.
• Contribute to continuous improvement initiatives and service enhancement activities.
• Perform trend analysis on service performance and support Service Improvement Programmes to increase efficiency, improve user experience, and positively impact unit cost.
• Apply specialist expertise to respond promptly to end-user queries and provide effective technical guidance.
• Resolve incidents and problems of varying complexity, aiming to prevent recurrence and minimize disruption to business operations.
• Monitor support queues and ensure incidents/requests are acted within agreed Service Levels.
• Provide timely remote and on-site support to branches and locations across the UAE as part of the 2nd line support scope, including travel when required.
• Provide out-of-hours support where necessary, ensuring live issues are managed with minimal business impact.
• Manage IT moves, adds, changes, and relocations within agreed SLAs, ensuring timely customer updates and delivery.
• Support the development and refinement of procedures, contributing to improved service delivery and operational efficiency.
• Drive endpoint security hygiene by ensuring patch remediation and compliance targets are met, proactively identifying and updating non-compliant devices.
• Manage IT assets in line with HSBC standards, maintaining accurate records and status updates, and performing regular inventory checks across UAE sites, including IT store and build-room activities.
• Handle ad-hoc requests and provide project support based on business needs and priorities.
• Participate in Major Incident activities by gathering information and providing immediate hands-on support.
• Support key 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, reporting, and documentation requirements.
• Ensure adherence to internal instructions (e.g., FIMs, GSMs, circulars) and external regulatory requirements, including operational risk management and HSBC’s ethical standards.
• Engage with the business to understand IT needs, help tailor services accordingly, and ensure users are aware of available services and benefits.
• Support Change Control activities and ensure ITIL processes are followed appropriately (Incident, Problem, Change, Release, and Configuration Management), applying ITIL best practice where relevant.
• Ensure compliance with global EUS &S support standards, including documentation governance and technical standards.
• Maintain Core Standards in line with HR Policy and the Employee Handbook.
• Strengthen relationships with key stakeholders and partner teams through proactive and effective collaboration.
• Continuously improving Help and Support processes to enhance quality, reduce cost, and increase overall 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 (Recognition of Higher Education Qualifications Issued Outside The UAE)
• Demonstrable experience in a standard IT support role, ideally within IT Operations.
• Hands-on exposure to both on-site and remote support, including incident management and familiarity with 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 working in a high-profile, customer-facing support environment.
• Strong understanding of desktop services and supporting infrastructure, with the ability to prioritize issues and provide realistic restoration/fix time estimates.
• Strong analytical capability to assess issues quickly, evaluate business impact, and identify practical resolution options.
• Ability to work independently with minimal supervision demonstrates sound judgement and accountability.
• Proven ability to perform under pressure and deliver results within tight timescales.
• Experience providing IT support to users at all levels of the organization.
• Strong presentation and end-user training skills.
• Excellent interpersonal skills with a strong customer-service mindset.
• Clear and effective communication skills in English (verbal and written).
• Strong teamwork skills, underpinned by open, honest communication and personal reliability to deliver excellent service.
• Ability to coordinate service delivery across multiple internal and external teams.
• Good understanding of the project lifecycle and the ITIL framework, with awareness of support best practices.
• Strong ownership and follow-through, able to drive issues through to resolution.
• Ability to identify logical solutions and manage problems to closure.
• Knowledge of HSBC systems is desirable.
• Sound understanding of end-user hardware/software and core IT support principles, including relevant policies, processes, procedures, and operational tools used in an IT Operations environment.

For further details and application information please visit our careers site, searching for the reference number 58346.


We support our staff to adopt flexible and alternative ways of working where possible, including working from home and different hours subject to approvals.

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