IT User Support Analyst – End User Services

About the role

The IT User Support Analyst joins HSBC's End User Services (EUS) team to deliver efficient IT support across multiple regions. You will assist a diverse user base that includes retail banking staff, traders, senior managers and executives, providing both remote and on‑site assistance.

Key responsibilities

• Manage end‑to‑end incident and problem resolution, producing relevant management information.
• Support testing and piloting of new services and applications.
• Maintain up‑to‑date technical documentation.
• Collaborate with EUS Operations, technology teams and third‑party suppliers to meet contractual service requirements.
• Conduct trend analysis and contribute to service improvement programmes.
• Provide timely remote and on‑site support, ensuring compliance with Service Level targets.

Required profile

• Experience delivering end‑user hardware and software support in a multi‑site environment.
• Familiarity with incident, problem and service request management processes.
• Ability to work closely with customers, partner support teams and vendors.
• Strong analytical mindset for trend analysis and continuous improvement.

Required skills

What we offer

• Opportunity to work within a global banking institution.
• Exposure to a wide range of technologies and business areas.
• Supportive environment focused on continuous improvement.