CIB Premium Service Desk Analyst

Join us as a CIB Premium Service Desk Analyst at Barclays where you'll provide critical desktop support services, harnessing technology to revolutionise our digital offerings, ensuring unparalleled experiences

To be successful as a Service Desk Analyst, you should have experience with

• A demonstrated ability to learn, identify, andresolve systemic problems.
• The Ability to triage and work individually and on a team in a fast-paced environment.
• Supporting Front Office, client-facing employees remotely and in-person.

Some other highly valued skills may include

• Experience supporting applications like Bloomberg, Eikon / Reuters Dealing, E-Speed, Tradeweb, BrokerTec, FactSet.      
• Experience working with Microsoft Active Directory, Windows Registry, Roaming Profiles, SCCM, Group Policy, Hardware Drivers, Anti-malware, Hotfixes.

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills

This role will be based in our London office

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Purpose of the role

To provide frontline support and useful resources to departments and colleagues across the bank with everyday IT problems, issues and requests. 

Accountabilities

• Provision of high-quality support and problem-solving capabilities through various communication channels to resolve specific technology issues related to products and applications, ensuring that the relevant stakeholders are updated on progress.
• Development of reports and dashboards to visualise and communicate key findings and recommendations for improvement to team leads and relevant stakeholders.
• Management of user requests including password resets, software installation, access provisioning and equipment troubleshooting.
• Collection and maintenance of incidents, requests and resolutions to access trends, identify common issues, track services metrics.
• Maintenance of a knowledge base containing documentation of resolved cases for future reference and self-service opportunities.
• Execution of assessments to establish the severity and urgency of reported issues to support the prioritisation process.
• Development and provision of user training on applications, systems and equipment to enhance experience and self-sufficiency.

Analyst Expectations

• To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in their assigned area of expertise
• Thorough understanding of the underlying principles and concepts within the area of expertise
• They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
• OR for an individual contributor, they develop technical expertise in work area, acting as an advisor where appropriate.
• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.