CIB Premium Service Desk Analyst
New York

As a Barclays CIB Premium Service Desk Analyst, you will be assisting employees and computers in Barclays' Front Office Corporate and Investment Bank organization. Providing remote first- and second-line desktop assistance to approximately 6800 employees globally will be part of your role. Issues can range from simple "how to", up through deep application troubleshooting, remote access, mobile BYOD, VDI, Citrix and more. It is a fast-paced, time-sensitive, high-impact, and technical role.

Salary / Rate Minimum: 80,000

Salary / Rate Maximum: 110, 000

The minimum and maximum salary/rate information above include only base salary or base hourly rate. It does not include any another type of compensation or benefits that may be available.

Barclays is one of the world's largest and most respected financial institutions, with 329 years of success, quality, and innovation behind us. We've helped millions of individuals and businesses thrive, creating financial and digital solutions that the world now takes for granted. An important and growing presence in the USA, we offer careers providing endless opportunity.

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?

• Working on a global team based in New York and London assisting the Barclays' Front Office Corporate and Investment Bank employees, their corporate desktops, laptops, BYOD devices
• Triaging help asks from client-facing employees through multiple channels (help tickets, chat, email, phone hotline) log details and updates into a ticket system
• 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; 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

What we’re looking for:

• Minimum four years' experience in Front Office Investment Banking Businesses, troubleshooting Windows, Apple, BYOD, and Market Data applications
• A working knowledge of current industry technologies (Cloud, Virtualization, M365)
• Foundational and solid grasp of ITIL concepts and HelpTicket best practices
• Excellent technical skills, with a demonstrated ability to learn, identify, and resolve systemic problems

Skills that will help you in the role:

• Experience working in the Front Office, client-facing employees remotely and in-person
• Familiarity with applications like Bloomberg, Eikon/Reuters Dealing, E-Speed, Tradeweb, BrokerTec, FactSet
• Experience troubleshooting Microsoft Office Suite and add-ins
• Availability to work different shifts, including nights, weekends, and public holidays as our user base works 24

Where will you be working?

You will be working at our Americas Headquarters at 745 Seventh Avenue. This 32-story office tower is located in Times Square in the heart of Manhattan and features a cafeteria, fitness center and state-of-the-art LED signage on the facade of the building.

We’re a global, vital and highly respected financial organisation with an inspiring Purpose. Operating in 50 countries and employing around 83,000 people across the world, we help communities, individuals and businesses thrive. And we’ve created financial solutions and technology that the world now takes for granted. A career with us can offer incredible variety, depth and breadth of experience, and the chance to learn from some of the best minds in technology and finance.