Associate, End User Services - Quality

Role Overview

Associate, End User Services - Quality at First Abu Dhabi Bank (FAB), based in Abu Dhabi.

Role Purpose

Deliver technical support and quality assurance for end user services, ensuring high service standards, timely issue resolution, and continuous process improvement across the support function.

Key Responsibilities

Support Delivery

• Provide technical support and troubleshooting for end users
• Respond to user inquiries in a timely and professional manner
• Escalate complex technical issues to appropriate teams

Quality Assurance & Monitoring

• Monitor and ensure quality standards are maintained across all end user services
• Conduct quality assurance reviews of support interactions
• Analyze support trends and identify areas for improvement

Documentation & Knowledge Management

• Document and track support tickets and user issues
• Maintain knowledge base documentation
• Generate reports on support metrics and service quality

Process Development & Improvement

• Assist in the development and implementation of support procedures and processes
• Collaborate with IT teams to resolve systemic issues

Team Support

• Participate in training and onboarding of new support staff

Qualifications & Experience

• Bachelor's degree in Information Technology, Computer Science, or related field
• Minimum 2 years of experience in end user support or technical support roles
• Strong knowledge of Windows and Office 365 environments
• Experience with IT service management tools and ticketing systems
• Knowledge of banking systems and processes is preferred

Skills & Competencies

• Technical troubleshooting and diagnostics
• Customer support and service delivery
• Quality assurance and process improvement
• Documentation and knowledge management
• Excellent communication and interpersonal skills
• Problem-solving mindset and analytical thinking
• Customer service orientation
• Attention to detail
• Time management
• Organizational skills
• Ability to multitask and prioritize workload effectively
• Ability to work in a fast-paced environment