Fresher IT Service Desk Analyst Job Careers – Barclays Bank UK
Job Title: IT Service Desk Analyst
Organisation: Barclays Bank UK
Duty Station: Kampala, Uganda
Reports to: Service Management Specialist
About Barclays UK:
Barclays is a British multinational banking and financial services company headquartered in London. It is a universal bank with operations in retail, wholesale and investment banking, as well as wealth management, mortgage lending and credit cards. It has operations in over 50 countries and territories and has around 48 million customers. As of 31 December 2011, Barclays had total assets of US$2.42 trillion, the seventh-largest of any bank worldwide.
Job Summary: The IT Service Desk Analyst will;
- Effectively contribute to managing Call, Incident, and Order to ITIL standards in order to resolve technical queries
- To be multi skilled in providing support for customers raising issues with IT, demonstrating the ability to learn technical concepts quickly
- Provide operational and business help for equipment and business processes throughout a wide range of Barclay’s products
- To deliver world class customer service to colleagues in all Business areas of the Barclays Uganda as agreed to be supported by IT
- To accept new business in by demonstrating knowledge sharing, best practice and ensuring the high quality of handover into Live support
- To ensure the accessibility of the IT organisation.
Key Duties and Responsibilities:
Call, Incident and Order Management 70%
- To provide an efficient single point of customer contact with IT regarding incidents and service requests through the available communication channels (phone, email, call management systems).
- To deliver first line IT support function and services categorized as online to the business. Online services include password reset, user accounts locking / unlocking, force user logouts, statement queue maintenance, process and general inquiries.
- To identify and collect sufficient information from customers regarding incidents and service requests through smart initial analysis.
- To ensure that all reported or identified incidents and service requests are logged into the relevant call management systems, well categorized, prioritized and assigned to the correct resolver teams both internal and external, including vendors.
- To alert the business and other relevant stakeholders of high impact incidents through service exception alerts, service exception reports and the internal IT incident white board.
- To solicit for feedback and completion estimates from resolver groups and provide regular updates to customers regarding incidents and service requests.
- To identify and escalate approaching or crystallized SLA breaches regarding logged incidents and service requests.
- To ensure all relevant service desk processes and procedures are up to date, identifying process improvements where possible
- Drive forward the continuous improvement of the department by championing change and creating, amending and vetting the knowledge.
Self-Development 20%
- To proactively coach less experienced or junior colleagues in all areas of their development including initial periods of training for new members of the team.
- Responsible for driving own Performance Development, collating relevant documentation, preparing for and arranging reviews and 1:1’s
- By utilizing skills matrix, identify training and development requirements, formulating own plan to be agreed with team leader. Responsible for ensuring own plan is completed within agreed timescales.
- Undertake all necessary training in order to perform the role to the required standards, including gaining accreditation where appropriate.
Business Planning and Delivery 10%: Contributing and delivering to Service Improvement initiatives within the areas Business Plan for each year
Qualifications, Skills and Experience:
- The ideal candidates for the Barclays IT Service Desk Analyst job placement should preferably have previous helpdesk experience and utilization of telephony.
- Working knowledge of Call, Incident, Order and Change Management where appropriate to the area
- Knowledge of IT Infrastructure Library (ITIL) processes and procedures
- General awareness of the bank’s product’s services and policies
- Proven ability in effective communication
- General experience in office to maintain organization and efficiency at B3 level
- Experience of performance development
- Working to targets and service levels, time management and prioritization is key
- Always acts professionally when dealing with customers
- To be consistent & efficient in all customer contacts
- General Knowledge of a wide range of group products, services and applications relevant to the area
- Knowledge of SLA’s and working to deadlines
- Experience of working within a customer service environment
- Awareness of industry standard accreditations
- Experience in a quality and risk environment
How to Apply:
If you feel challenged by any of the above positions, and believe you can deliver on key deliverables as outlined above, upload your application letter, current curriculum vitae and photocopies of academic certificate to our recruitment website detail below:
Barclays is an equal opportunity employer that recruits, develops and promotes people on merit, and rewards outstanding performance, regardless of background and gender.
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