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.
  • 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%:
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
  • Knowledge of IT Infrastructure Library (ITIL) processes and
  • 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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