Service Desk Analyst

Overall purpose of role

Provide a first point of contact for all IT user requests on systems used throughout the Wealth Management business.

Key Accountabilities

• Provide 1st and 2nd lines service desk support to all Bank’s users based on ITIL processes and best practices, prioritising and escalating incidents and system faults in line with defined SLA’s.

• Responsible for 1st line incident resolution using relevant knowledge documents and relevant tools to attempt a first time fix for the user within a reasonable time.

• Using Remote assistance where possible to diagnose and repair any issues.
• To undertake first line support, particularly related to user administration and user access
• Access and Identity management for Geneva hosted applications / services as per raised and approved requests
  (i.e. Avaloq, Citrix, Active Directory and Remote Access).
• Support major rollouts on the weekend or out of business hours in case of required assistance with access management. (i.e. Avaloq version upgrades)
• Carrying out minor projects allocated to the Service Desk.
• Assisting in the development and upkeep of documentation and procedures for GVA Service Desk.
• Ensuring tasks are completed to users’ satisfaction or escalated where appropriate.
• To work with call stats and maintain performance daily.
• To take ownership own incident tickets and clear out any outstanding tickets on a daily basis.
• Maintain and send the morning check and the request report.
• Continuously develop IT system knowledge
• Develop capability to co-ordinate problem with relevant UK / EME IT Support teams
• Deliver improvements in governance, risk management , controls and compliance; meet all Bank and group requirements in these respects
• Adopt Barclays behaviours
• Assist in Service Reviews to constantly improve service quality

Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards

Person Specification

Professional / technical experience

• At least 2-3 years in a similar position.
• Good level of knowledge of Windows technologies (10/11, Exchange admin, Active Directory, M365, Intune). Microsoft certifications are highly desirable (i.e. MCSA-MCSE).
• Familiarity with helpdesk call logging/workflow management tools. Implementation & maintenance of Service Now in particular.
• Good working knowledge / understanding of ITIL support and delivery processes (ITIL Foundation Certification highly desirable).
• Experience in Financial or banking sector highly desirable.

Language skills

• Fluent in English critical, French desirable
• Strong written communication skills in English
• Must demonstrate an ability to engage with wide variety of stakeholders and communicate effectively across all levels.

Personal attributes and behaviours

• Good listener, written and oral communication skills.
• Pragmatic, systematic in his approach.
• Capacity to work within a team.
• Logical, analytical approach to problem solving.
• Excellent team player and proactive attitude.
• Ability to work under pressure.
• Consistent internal customer/user focus in a continuous demanding environment.
• Excellent self-organisation skills

Purpose, Values and Mindset

Respect

Integrity

We operate with honesty, transparency and fairness in all we do.

Service

We act with empathy and humility, putting the people and businesses we serve at the centre of what we do.

Excellence

We champion innovation, and use our energy, expertise and resources to make a positive difference.

Stewardship

We prize sustainability, and are passionate about leaving things better than we found them.

Our Mindset shapes how we take action, living by our Values, driven by our Purpose, always with our customers and clients at the heart of what we do; our Mindset is to Empower, Challenge and Drive.

Empower

Challenge

Question whether things can be done better. Use insights based on data to inform decisions. Be curious about how we can adapt and improve. Speak up and be open to alternative viewpoints.

Drive

Focus on outcomes. Deliver with pace. Be passionate and ambitious about what we do. Take personal responsibility. Actively build collaborative relationships to get things done.