Analyst, IT User Help Desk First Abu Dhabi Bank FAB

JOB PURPOSE:

• Provide day-to-day IT support to ensure smooth functioning of systems and infrastructure
• Support the setup, maintenance and troubleshooting of end-user devices and applications
• Ensure reliable operation of IT systems supporting business teams
• Contribute to maintaining IT security, access controls and system performance
• Live and demonstrate the FAB AM values
• KEY ACCOUNTABILITIES:
• Strong knowledge of IT infrastructure (Windows, Office 365, networks, endpoints)
• Experience with IT service management tools (e.g., ServiceNow)
• Basic understanding of cybersecurity and access management principles
• Problem-solving mindset with responsiveness & user support skills
• Ability to manage multiple requests and prioritize effectively
• Develop, operationalize and optimize FAB AM technology and data infrastructure
• Deliver on business KPIs and tech/digital/data adoption targets
• Collaborate with internal stakeholders (e.g., business lines) to align strategies and initiatives
• Remain up to date with regulatory standards and framework that will ultimately deliver an outstanding customer experience.

QUALIFICATIONS & EXPERIENCE:

• L1/L2 support for laptops, desktops, mobile devices, printers and applications
• User onboarding/offboarding, access provisioning, and system setup
• Hardware, software, and network issues troubleshooting (on-site, remote)
• System performance monitoring
• IT systems and applications installation, configuration and updating
• IT asset inventory documentation
• 3-5 Years of Experience