IT User Support Analyst UAE National

About the role

The IT User Support Analyst provides end‑user hardware and software assistance to HSBC staff across multiple regions, ensuring critical business areas and senior executives receive timely support. The role combines remote troubleshooting with on‑site assistance, following established service processes and Service Level targets.

Key responsibilities

• Manage incident and service request lifecycle from logging to resolution.
• Produce and analyse management information (MI) for problem and incident trends.
• Coordinate with third‑party suppliers and internal HTS service lines to resolve or appropriately escalate issues.
• Support testing and piloting of new applications and services.
• Maintain up‑to‑date technical documentation.
• Collaborate with EUS Operations, technology teams and vendors to meet contractual service requirements.
• Participate in continuous‑improvement initiatives and service‑enhancement programmes.

Required profile

• UAE national with the right to work in the United Arab Emirates.
• Strong customer‑service orientation and ability to communicate with users at all organisational levels.
• Experience in a multi‑site IT support environment.
• Ability to work independently and as part of a cross‑functional team.

Required skills

• Hardware troubleshooting
• Software troubleshooting
• Incident management
• Service request handling

What we offer

• Opportunity to work for a global financial institution.
• Exposure to a diverse user base and cutting‑edge technologies.
• Professional development and continuous‑improvement culture.