- Company Name
- First Abu Dhabi Bank (FAB)
- Job Title
- Officer, End User Technical Support
- Job Description
-
**Job Title:**
Officer, End User Technical Support
**Role Summary:**
Provide first‑line technical support for UK branch users, managing and maintaining locally controlled applications, desktop and laptop systems, and mobile devices. Execute system enhancements, updates, security patches, and user onboarding/offboarding tasks while ensuring compliance with corporate IT policies and governance.
**Expectations:**
- Deliver timely, high‑quality support to meet SLA targets.
- Maintain operational readiness of all IT assets and services.
- Actively participate in business continuity and disaster recovery activities.
**Key Responsibilities:**
- Resolve end‑user incidents for applications such as Bloomberg, T24, and global market tools.
- Install, configure, and update operating systems, Active Directory, antivirus, and network protocols.
- Produce and manage support tickets in ServicePortal/ServiceNow.
- Perform routine maintenance, backups, and recovery for desktops, laptops, mobile devices, printers, and peripheral equipment.
- Oversee user onboarding/offboarding, including account creation, device provisioning, and asset tracking.
- Maintain inventory, asset labeling, and license records.
- Monitor ticket queues daily and achieve 100 % SLA compliance.
- Conduct periodic system enhancements and security patches as directed by vendors and Group IT.
- Participate in scheduling and testing of disaster recovery and business continuity plans.
**Required Skills:**
- Strong knowledge of Windows OS, MS Office, and mobile/desktop device management.
- Experience with Active Directory, antivirus solutions, and communication protocols.
- Proficiency in IT service management tools (Service Portal/ServiceNow) and ticketing.
- Excellent troubleshooting, time‑management, and communication skills.
- Ability to work flexible shifts, including weekends and holidays.
**Required Education & Certifications:**
- Degree or equivalent in Information Technology, Computer Science, or related field.
- Prior end‑user support experience in a corporate environment.
- Professional certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate) preferred.