PREMIUM SERVICE DESK SUPPORT

As a Barclays Premium Service Desk Support, you will support employees and computers in Barclays' Front Office Corporate and Investment Bank organization. You will provide remote first- and second-line desktop support to approximately 5500 employees globally, as well as issues from simple "how to", up through deep application troubleshooting, remote access. This is a fast-paced, time-sensitive, high-impact, and technical role. 

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.

WHAT WILL YOU BE DOING?

• Working on a global team based in New York and London supporting Barclays' Front Office Corporate and Investment Bank employees, their corporate desktops

• Actively managing multiple simultaneous support issues individually and in coordination with the other Service Desk Analysts and IT to bring about speedy resolution 

• Deputizing for Global CIB Premium Support Desk Manager where required

• Triaging help asks from client-facing employees through multiple channels log details and updates into a ticket system, and ensure incidents are promptly and accurately resolved

• Taking end-to-end ownership of issues and 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 escalate 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 and becoming a knowledgeable reference point for the Business

WHAT WE’RE LOOKING FOR:

• Five+ years' experience supporting Front Office Investment Banking Businesses, troubleshooting Windows, Apple, BYOD, and Market Data applications

• Bachelor's degree in IT, or equivalent work experience

• A working knowledge of current industry technologies (Cloud, Virtualization, M365)

• Foundational knowledge of ITIL concepts and Help Ticket best practices

SKILLS THAT WILL HELP YOU IN THE ROLE:

• Experience supporting Front Office, client-facing employees remotely and in-person and 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?

You will be working at our Americas Headquarters at 745 Seventh Avenue. This 37-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.