Systems Officer (UAE Nationals)

About the role

ADCB is looking for a Systems Officer to join its Group Business Service (GBS) team, which supports the bank's business partners and customers. The role provides first-level IT help desk support in a 24/7 shift-based environment, covering evenings, weekends and public holidays.

Key responsibilities

• Handle a high volume of incoming calls, service requests and technical support queries from internal ADCB users.
• Resolve user incidents and service requests by phone, email and ticketing channels according to defined service levels.
• Manage and monitor shared service mailboxes, ensuring timely acknowledgment, assignment and resolution.
• Support hardware, software and digital workplace issues proactively and cooperatively.
• Use IT support tools to resolve end-user issues and coordinate with internal technology teams to restore services.
• Ensure compliance with IT support processes, operational procedures and customer service standards.

Required profile

• At least 2 years of experience in a banking environment, including at least 1 year in customer service or an IT service desk.
• Bachelor's degree in Computer Science, Management Information Systems or a related field.
• Proven experience handling high call volumes and technical support requests across multiple channels.
• Strong multitasking, problem-solving and communication skills, able to work in a 24/7 shift environment.

What we offer

• Competitive salary, with eligibility for a variable pay plan.
• Medical insurance, group life and personal accident insurance, paid leave and leave airfare, loan and finance facility preferential rates, staff discounts and children's education assistance (for certain job levels).
• Flexible and remote working options, subject to eligibility and job requirements.
• Learning opportunities such as instructor-led courses, an e-learning catalog, on-the-job training and professional development programs.