CIB Premium Service Desk Analyst London, England
Job description
Premium Service Desk Analyst
London
As a Barclays Premium Service Desk Analyst, you will provide remote first and second line desktop support to approximately 5500 employees globally, ranging from simple "how to", up through deep application troubleshooting, remote access, mobile BYOD, VDI, Citrix and more. You will join a team tasked to ensure the smooth operation of desktop systems and applications, will quickly triage and resolve incidents, and will ensure an exceptional level of customer service to the Business while meeting service-level targets.
Barclays is one of the world's largest and most respected financial institutions, with 329 years of success, quality and innovation behind us. We offer careers that provide endless opportunity – helping millions of individuals and businesses thrive, and creating financial and digital solutions that the world now takes for granted.
Working Flexibly
We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers’ and clients’ needs. Whether you have family commitments or you’re a carer, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life. If you would like some flexibility, then please discuss this with the hiring manager, and your request will be reviewed subject to
business needs.
We are currently in the early stages of implementing a hybrid working environment, which means that many colleagues spend part of their working hours at home and part in the office, depending on the nature of the role they are in. We’re flexible on how this works and it may continue to change and evolve. Depending on your team, typically this means that colleagues spend a minimum of between 20% to 60% of their time in the office, which could be over a week, a month or a quarter. However, some colleagues may choose to spend more time in the office over a typical period than their role type requires. We also have a flexible working process where, subject to business needs, all colleagues globally are able to request work patterns to reflect their personal circumstances
Please discuss the detail of the working pattern options for the role with the hiring manager.
What will you be doing?
• Supporting Front Office Corporate and Investment Bank employees’ desktops, laptops, BYOD devices, Microsoft Office suite and in-house/ vendor Market Data applications
- Helping client-facing employees through multiple channels, logging details and updates into a ticket system, ensuring incidents are promptly and accurately resolved
- Taking end-to-end ownership of issues, managing user escalations and expectations
- Delivering outstanding customer service by answering all queries promptly, remaining approachable, courteous, and professional
- Evaluating the impact and scope of issues and escalating urgent/ business critical issues in a timely manner and updating help tickets with all relevant information
- Working as a "subject matter expert" for a suite of core applications and systems, becoming a knowledgeable reference point for the Business
- Identifying and resolving recurring systemic problems, working with the Business, various IT teams, and developers
- Maintaining a knowledgebase of escalation paths, procedures, fixes, and documentation
• Experience supporting Front Office Investment Banking Businesses, troubleshooting Windows, Apple, BYOD, and Market Data applications
- Bachelor's degree in IT, or equivalent work experience
- Knowledge of current industry technologies (Cloud, Virtualization, M365)
- Knowledge of ITIL concepts and HelpTicket best practices
• Experience supporting Front Office, client-facing employees remotely and in-person
- 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
- Experience troubleshooting Microsoft Office Suite and add-ins
Where will you be working?
In the heart of Canary Wharf, our headquarters at Churchill Place boasts onsite amenities such as; a gym, staff restaurant and deli bar, and is easily accessible by tube and bus links. With a population of around 5000 staff the atmosphere is second to none with a real buzz being created around the offices within.
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