Skills

Time Management ServiceNow Monitoring Decision-making Training Operating Systems Windows Active Directory

Job Specifications

JOB PURPOSE:

Provide end user support technical services to all UK branch users, maintain and support locally managed applications, desktops, laptops, mobile devices.
Daily and periodic processes including system enhancements, updates and amendments.
Alignment with FAB Group functions, standards, and processes

Key Accountabilities:

Specific Accountability

Provide technical user support to all the branch users and provide necessary training on usage of various bank systems and applications including 1st level support for the applications used by UK users like Bloomberg, T24, Global market applications.
Maintain and support applications and technical services.
Installing configuring and maintaining various branch IT Systems and components like operating Systems, Communications protocols, Active Directory, Antivirus.
Ensure all system components are updated and operating.
Support user on and off boarding processes.
Periodic enhancements and patches as dictated by the vendors and/or Group IT.
Ensure adherence to all FAB IT policies and procedures with a special focus IT Security and the overall governance of IT.
Create, update and manage request, incident and change tickets within the FAB IT Service Portal.
Carry out all daily processes and IT related operational tasks as per the schedule approved by the system manual/ Group IT and maintainnecessary log of these processes.
Any other IT relatedjobs that may be assigned from time to time.
Involvement in UK and Bank wide Business Continuity and Disaster Recovery testing plans and schedules.
Maintain user PCs, including upgrades and configuration as needed.
Maintain inventory of all equipment, software, and license users.
Responsible for PC’s, Printers, Servers and related equipment including monitors and peripherals.
Perform maintenance, backup and recovery tasks for desktop, mobile, peripheral devices.
Accurately record all customer communications using the appropriate Service Desk software
New IT Asset (Desktop, Laptop, Printers) installation and configuration for new users.
Monitoring of Servicenow ticket queues daily and aim to achieve 100% SLA performance.
Labelling & tagging of all IT assets and record tracking.

Frameworks, Boundaries, & Decision-Making Authority:

Adherence to the Bank's core values,FAB Group Code of Conductand (where relevant)SMCR Conduct Rules.
Automate existing manual processes where possible.
Minimum 4 days a week on-site across 2 locations.
Various shift patterns between 7.00am and 5.00pm
Occasional Weekend and Bank holiday working.

Qualifications & Experience:

Educational background in Information Technology, Computer Science or related disciplines.
Previous experience working in an end user support technology function.
Well versed with MS Office, Windows Operating Systems, Laptop and Mobile devices management.
Good time management skills with the ability to thrive whilst working under pressure.
Flexible approach to working hours including varied shifts and out of hours / weekends.
Excellent interpersonal and verbal skills.
Positive attitude along with a flexible approach to the tasks that are required.

About the Company

FAB, the UAE’s largest bank and one of the world’s largest financial institutions offers a an extensive range of tailor-made solutions, and products and services, to provide a customised banking experience. Through its strategic offerings, it looks to meet the banking needs of customers across the world via its market-leading Corporate and Investment Banking and Personal Banking franchises. Headquartered in Abu Dhabi, in Khalifa Business Park, the bank’s international network spans over 19 countries, across the world, provid... Know more