The Ugandan Jobline

• 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.

• 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.

• 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

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