Analyst - Service Desk

Analyst – Service Desk

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

• Itmam, a wholly-owned subsidiary, provides banking operational and processing services to all Group sectors, including lending, wealth management, and ATM services. Integrated into the Group Business Services (GBS) organisational structure, Itmam operates under its own Board of Directors, comprising Group executive staff members. Its structure includes a General Manager overseeing five key operational service divisions: Consumer Operations, Corporate & Investment Banking Operations, Customer Contact Services, Treasury and Syndication Operations, and Shared Services and Operations Management. Notably, "Tamooha," the Group's award-winning operations centre initiative, is staffed exclusively by UAE national women.

In this role, your key responsibilities include:

• Documentation, Communication and Reporting: Review, iterate, build and maintain simple and easy to understand functional and technical documents, communications or policies to ensure compliance to department policies and procedures. Support and coordinate team workshops, critical meetings, testing and issue resolution to aid their learning and development. Conduct quality assurance checks on data, inputs and outputs to ensure accuracy and validity. Prepare reporting in order to support management requirements.
• Project Work: Assists with mini projects and initiatives as agreed with squad/team lead to ensure their successful implementation against the action plan and agreed turnaround times (TATs). Maintain, produce and improve key reporting artefacts across Jira, Excel, Planview and customer ADCB systems as required to ensure accuracy of data capture. Implement new processes and improvements, whilst contributing to feedback loops in order to keep the department compliant to changing policies and procedures
• 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.
• Customer Service: Demonstrate Our Promise and apply the ADCB Service Standards to deliver the Bank’s required levels of service in all internal and external customer interactions.

The ideal candidate should have the following experience

•  Minimum Experience: At least 4 years of experience in similar IT environment
• Minimum Qualifications: Bachelor’s Degree specializing in Computer Science, Management Information Systems or related field.
• Professional Qualifications: Certifications such as ITIL, MCSE, Security+, CompTIA Security+, Security 5, CCNA is preferable.

What we offer:

• Competitive Salary: The indicative pay range for this role is AED 14,000 - AED 23,000 per month. Additionally, 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.