Systems Officer

At ADCB, we believe in empowering our people and cultivating an inclusive culture where every voice is heard, and every contribution is valued. Our Group Business Services (GBS) team plays a critical role in the bank’s innovation journey, helping shape a forward-thinking digital future and delivering exceptional service to internal and external stakeholders.

About the Role

As a Systems Officer, you will be a key member of the frontline IT support team, responsible for ensuring seamless hardware, software, and digital workplace functionality. You will collaborate with internal teams and vendors to resolve technical issues, enhance knowledge documentation, and contribute to continuous service improvement initiatives.

Key Responsibilities

• Deliver prompt and effective Level 1 technical support for workplace technology, ensuring minimal downtime for users.
• Utilize IT tools and systems to identify, troubleshoot, and resolve user issues related to hardware, software, and digital access.
• Perform root cause analysis for recurring problems and escalate complex issues to Level 2 teams when necessary.
• Partner with cross-functional teams and third-party vendors to resolve incidents and service requests efficiently.
• Maintain detailed logs and documentation for support cases and ensure data accuracy for reporting and audit purposes.
• Contribute to the creation and improvement of technical knowledge bases to enhance future troubleshooting efforts.
• Assist with the implementation of process enhancements and support feedback cycles for process optimization.
• Participate actively in team meetings and knowledge-sharing sessions to stay updated on technical developments and service protocols.
• Adhere strictly to IT service management protocols, security policies, and operational standards.
• Demonstrate ADCB’s service excellence promise in every interaction by applying the bank’s customer-first principles.

Required Qualifications and Experience

• Education: Bachelor's degree in Computer Science, Information Systems, or a related field.
• Experience:
  • Minimum 2 years of experience in a banking or financial institution.
  • At least 1 year in an IT Service Desk or customer support role.
• Strong understanding of incident, problem, and service request management.
• Proficiency in IT process management and service reporting.
• Familiarity with basic project coordination and resource planning.
• Excellent organizational skills with the ability to manage competing priorities.

What ADCB Offers

• Competitive Compensation: Transparent and performance-linked salary structure, with access to variable pay programs.
• Comprehensive Benefits: Industry-leading medical insurance, life and personal accident coverage, preferential staff rates, education assistance, and more.
• Work Flexibility: Hybrid and remote work options available (subject to role eligibility).
• Learning Culture: Continuous access to e-learning platforms, in-house training, and career development programs to support your growth.

Why ADCB?

We are committed to fostering a workplace rooted in respect, care, and professional excellence. With your expertise, we can continue shaping the future of banking, technology, and customer service.