Purpose of role

Desktop support analyst for Barclays Monaco users. The activities include providing general support in a multi domain environment including desktops, laptops, AV conf rooms, print devices as first level application support (eg. Market Data, Finance, Compliance applications etc). 

The jobholder reports directly to the Head of Desktop team and is responsible for the below:

• Delivery of the Barclays desktop service with provision of all workstations and laptops
• Management of incidents including updating and escalating support calls and managing them through to final resolution
• Provide excellent communication and feedback to users and Services Manager regarding the status of outstanding support calls
• Meet all SLA's for support calls
• Solving IT Issues in relation with the business, effectively and efficiently

• Assist in development and upkeep of documentation and procedures for Desktop Services and users.

Core accountabilities

• Incident management: manage support ticket queue and resolve issues in a timely manner.
• Application support for any core services specific to Monaco
• Maintenance of documentation and local procedures
• Ensure compliance with relevant group guidelines / policies; observe / enforce IT related controls and standards in the working environment
• Local vendor management and Supplier Risk management.
• Ensure tasks are completed to users’ satisfaction or escalated where appropriate
• Provide telephone or remote control support
• Liaison with colleagues in other areas of the businesses in order to complete tasks
• Ensuring service level agreements are met to business requirements.

• Assisting with office re-locations, moves, changes, roll-outs and updating of asset register
• Testing of new software/hardware platforms to comply with company standards
• Carrying out minor projects allocated to desktop teams

Role requirements

Professional/technical experience

Essential

• Responsibility for support of Windows 7/10 Active Directory Administration, Group Policy, Office 2016, Exchange, Blackberry, DNS, Remote Access, VPN environments.

• Experience with an ITIL based ticket system such as Service First
• Understanding of incident, problem and change management
• Ability to work under own direction
• Excellent communicator with demonstrable high-level people skills.
• Flexibility of working shifts, overtime, week end on-call

Preferred

• Experience with VB\powershell scripting and automation processes
• Infrastructure knowledge : build, packaging
• Experience in IT desktop support involving typical Banking software
• Awareness of governance, compliance and risks policies and procedures.

Language skills

English