Systems Officer (UAE Nationals)

Abu Dhabi Commercial Bank; Abu Dhabi; Remote; AED 60,000 - 90,000; Full time

Benefits offered by this job

Competitive Salary

Medical insurance

Leave airfare

Staff discounts

Flexible remote working

Learning and development opportunities

Job summary

ADCB's Group Business Service (GBS) is seeking an IT Help Desk professional to join a dynamic banking environment in Abu Dhabi. You will handle high volumes of calls and service requests, delivering timely, user-focused technical support across channels.

The ideal candidate has at least 2 years in banking or IT service desk, a related bachelor’s degree, and strong communication skills to thrive in a 24/7 shift. ADCB offers competitive pay, comprehensive benefits, and flexible remote work options.

Qualifications

• 2+ years in a Banking environment or IT service desk.
• Bachelor’s degree in Computer Science, MIS or related field.
• Proven experience handling high call volumes and multi-channel support.
• Strong communication and problem-solving in a 24/7 shift.

Responsibilities

• Provide first-level IT Help Desk support for internal ADCB users via calls, emails and tickets.
• Respond to and resolve incidents and service requests per defined SLAs.
• Manage shared mailboxes, ensuring timely acknowledgment and resolution.
• Deliver 24/7 support across hardware, software and digital workplace issues with empathy.
• Apply IT support tools to resolve end-user issues and incidents.
• Coordinate with internal ADCB technology teams for issue resolution.
• Ensure compliance with IT support processes and customer service standards.

Skills

Customer service

Communication

Multitasking

Problem solving

Education

Bachelor’s Degree in Computer Science or MIS

Job description

Embark on a journey where your unique contributions are celebrated, and your professional growth is embraced. At ADCB, we nurture a diverse, inclusive community where every voice is valued.

About the business area

GBS is a group of highly skilled and talented professionals who form an essential part of ADCB's continued journey of success. With a proud history of commitment, innovation and delivery, GBS constantly strives for excellence whilst ensuring the highest standards of quality and risk awareness. Each and every member of the GBS family plays an integral role in driving ADCB's strategy, growth and digital evolution by working closely with our valued business partners to achieve exceptional customer experience through our outstanding service and support.

We are actively seeking an ambitious professional to join our Group Business Service team at ADCB to work alongside passionate colleagues who share your ambition to redefine excellence in UAE banking.

In this role, your key responsibilities include:

• Provide first-level IT Help Desk support, handling a high volume of incoming calls, service requests, and technical support queries from internal ADCB users.
• Respond to and resolve user incidents, service requests, and technical issues through phone, email, and ticketing channels in accordance with defined service levels.
• Manage and monitor shared service mailboxes, ensuring timely acknowledgment, assignment, and resolution of support requests.
• Deliver customer-focused technical support across a 24/7 shift-based environment, including evenings, weekends, and public holidays as required.Provide effective and timely support for hardware, software and digital workplace issues, in an empathetic, proactive and cooperative manner to ensure the smooth running of the department.
• Apply IT support tools in order to resolve end-user issues and incidents
• Coordinate with internal ADCB technology teams to facilitate issue resolution and service restoration.
• Ensure compliance with IT support processes, operational procedures, and customer service standards.

The ideal candidate should have the following experience

• At least 2 years of experience working in a Banking environment, of which at least 1 year of experience in a Customer Service role or IT Service Desk.
• Bachelor’s Degree specialising in Computer Science, Management Information Systems or related field.
• Proven experience handling high call volumes, technical support requests, and customer interactions across multiple communication channels.
• Strong multitasking, problem-solving, and communication skills with the ability to work effectively in a 24/7 shift environment.

What we offer:

• Competitive Salary: Additional to this, all employees are eligible to participate in one of our rewarding variable pay plans.
• Comprehensive Benefits Package: This includes market-leading medical insurance, group life and personal accident insurance, paid leave and leave airfare, employee preferential rates on loans and finance facilities, staff discounts and offers, and children education assistance (for certain job levels).
• Flexible and Remote Working Options: We understand the importance of work-life balance and offer flexible working arrangements, subject to eligibility and job requirements.
• Learning and Development Opportunities: We value and facilitate continuous learning and personal development, through a variety of exciting learning opportunities, such as structured instructor-led courses, a comprehensive e-Learning catalog, on-the-job training and professional development programs.

At ADCB, we are dedicated to creating a respectful, caring and disciplined work environment that aligns with your career ambitions.