End User Technical Support

2 months ago

London, United Kingdom First Abu Dhabi Bank (FAB) Full time

Company Profile:

Join the UAE’s largest bank and one of the world’s largest and safest financial institutions. Our focus is to create value for our employees, customers, shareholders and communities to grow through differentiation, agility and innovation. We are looking for top talent and your success is our success. Accelerate your growth as you help us reach our goals and advance your career. Be ready to make your mark a top company, in an exciting & dynamic industry.

JOB PURPOSE:

  • Provide end user support technical services to all UK branch users, maintain and support locally managed applications, desktops, laptops, mobile devices.
  • Daily and periodic processes including system enhancements, updates and amendments.
  • Alignment with FAB Group functions, standards, and processes

Specific Accountability

  • Provide technical user support to all the branch users and provide necessary training on usage of various bank systems and applications including 1st level support for the applications used by UK users like Bloomberg, T24, Global market applications.
  • Maintain and support applications and technical services.
  • Installing configuring and maintaining various branch IT Systems and components like operating Systems, Communications protocols, Active Directory, Antivirus.
  • Ensure all system components are updated and operating.
  • Support user on and off boarding processes.
  • Periodic enhancements and patches as dictated by the vendors and/or Group IT.
  • Ensure adherence to all FAB IT policies and procedures with a special focus IT Security and the overall governance of IT.
  • Create, update and manage request, incident and change tickets within the FAB IT Service Portal.
  • Carry out all daily processes and IT related operational tasks as per the schedule approved by the system manual/ Group ITand maintain necessarylog of these processes.
  • Any other IT related jobs that may be assigned from time to time.
  • Involvement in UK and Bank wide Business Continuity and Disaster Recovery testing plans and schedules.
  • Maintain user PCs, including upgrades and configuration as needed.
  • Maintain inventory of all equipment, software, and license users.
  • Responsible for PC’s, Printers, Servers and related equipment including monitors and peripherals.
  • Perform maintenance, backup and recovery tasks for desktop, mobile, peripheral devices.
  • Accurately record all customer communications using the appropriate Service Desk software
  • New IT Asset (Desktop, Laptop, Printers) installation and configuration for new users.
  • Monitoring of Servicenow ticket queues daily and aim to achieve 100% SLA performance.
  • Labelling & tagging of all IT assets and record tracking.

Qualifications & Experience:

  • 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 whilst 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 the tasks that are required.

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