End-User IT Support Specialist (Remote & On-Site)

HSBC; Dubai; Hybrid; AED 100,000 - 140,000; Full time

Job summary

HSBC is seeking an IT User Support Analyst to deliver efficient end-user IT support across multiple regions and sites within the UAE. The role involves remote and on-site assistance, incident and problem management, and collaboration with EUS Operations and third parties to meet service targets.

Ideal candidates will have strong customer service orientation, English communication skills, and experience in IT operations with knowledge of ITIL processes and incident management practices.

Qualifications

• Experience in a standard IT support role, preferably in IT Operations.
• Clear and effective communication in English (verbal and written).
• Hands-on exposure to on-site and remote support, including incident management.

Responsibilities

• Manage problem and incident resolution end to end, with MI reporting and coordination with vendors.
• Provide remote and on-site IT support to branches across multiple sites.
• Contribute to continuous improvement initiatives and ITIL-aligned processes.

Skills

Customer service

Communication skills

Problem solving

Teamwork

Attention to detail

Education

Bachelor's degree

Tools

ITIL

Incident management tools

Remote support tools

Job description

HSBC is seeking an IT User Support Analyst to deliver efficient end-user IT support across multiple regions and sites within the UAE. The role involves remote and on-site assistance, incident and problem management, and collaboration with EUS Operations and third parties to meet service targets.

Ideal candidates will have strong customer service orientation, English communication skills, and experience in IT operations with knowledge of ITIL processes and incident management practices.