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End User Support Technician
2 months ago
About the Role:
First Abu Dhabi Bank (FAB) is seeking a highly skilled Technical Support Specialist to join our team. As a key member of our IT department, you will be responsible for providing end-user technical support services to all UK branch users, maintaining and supporting locally managed applications, desktops, laptops, and mobile devices.
Key Responsibilities:
- Provide technical user support to all branch users, including training on the usage of various bank systems and applications.
- Maintain and support applications and technical services, including installing, configuring, and maintaining various branch IT systems and components.
- Ensure all system components are updated and operating, and support user onboarding and offboarding processes.
- Perform periodic enhancements and patches as dictated by vendors and/or Group IT, and ensure adherence to all FAB IT policies and procedures.
- Create, update, and manage request, incident, and change tickets within the FAB IT Service Portal.
- Carry out daily processes and IT-related operational tasks as per the schedule approved by the system manual/Group IT, and maintain necessary logs of these processes.
- Perform maintenance, backup, and recovery tasks for desktop, mobile, and peripheral devices.
- Accurately record all customer communications using the appropriate Service Desk software.
- Install and configure new IT assets (desktops, laptops, printers) for new users.
- Monitor Servicenow ticket queues daily and aim to achieve 100% SLA performance.
- Label and tag all IT assets and record tracking.
Requirements:
- Educational background in Information Technology, Computer Science, or related disciplines.
- Previous experience working in an end-user support technology function.
- Well-versed with MS Office, Windows Operating Systems, laptop, and mobile devices management.
- Good time management skills with the ability to thrive while working under pressure.
- Flexible approach to working hours, including varied shifts and out-of-hours/weekends.
- Excellent interpersonal and verbal skills.
- Positive attitude along with a flexible approach to tasks required.
