JOB PURPOSE
To provide effective and timely support to ADCB end users in order to address technology-related issues and service requests, provisioning, troubleshooting, and critical incidents in line with departmental guidelines
GROUP
Group Business Services
JOB FAMILY
Technology Services

KEY WORKING RELATIONSHIPS:

1. Line Manager
To receive direction and support, discuss performance and ensure objectives are met
To exchange Information and take direction
Daily
2. IT Teams
To exchange Information, take direction and provide feedback
Daily
3. Internal Stakeholders
To exchange Information and provide guidance
Daily
4. External Vendors
To provide feedback, negotiate and influence and exchange information
Ad hoc

ACCOUNTABILITIES:

1.Tech Support
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
Analyse and diagnose technical problems, in order to prioritise and work through multiple requests to resolution
Collaborate with teams across ADCB Technology Services and vendors in order to resolve issues
Improve documentation of troubleshooting knowledge repositories to ensure correct information is recorded
2.Communication
Provide a timely response to inquiries, incidents and issues, with escalation to Level 2 support as required to ensure all raised queries are resolved Maintain accurate records and contribute to key reporting to ensure accuracy of data stored
Implement new processes and improvements, whilst contributing to feedback loops to ensure all processes are up to date and in accordance with ADCB requirements
Participate in team meetings and contribute to knowledge sharing in order to maintain own knowledge and understanding.

3.Policies, Processes, Systems and Procedures
Adhere to all relevant organisational and departmental policies, processes, standard operating procedures and instructions so that work is carried out to the required standard and in a consistent manner while delivering the required standard of service to customers and stakeholders
4.Self-Management
Manage self in line with the Bank\xe2\x80\x99s people management policies, procedures, processes and practices to ensure adherence and to maximise own contribution to business performance
5.Customer Service
Demonstrate Our Promise and apply the ADCB Service Standards to deliver the Bank\xe2\x80\x99s required levels of service in all internal and external customer interactions

Skills

EXPERIENCE, QUALIFICATIONS & COMPETENCIES
Minimum 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
Minimum Qualifications
Bachelor\xe2\x80\x99s Degree specialising in Computer Science, Management Information Systems or related field
Professional Qualifications
N/A
Knowledge and Skills
Process management
Project management
Problem management and analysis
Organisation and capacity planning (Staffing and other IT resources)

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