Job Description

Purpose of the Role

To provide frontline support and useful resources to departments and colleagues across the bank with everyday IT problems, issues, and requests.

Accountabilities

• Provision of high-quality support and problem-solving capabilities through various communication channels to resolve specific technology issues related to products and applications, ensuring that the relevant stakeholders are updated on progress.
• Development of reports and dashboards to visualize and communicate key findings and recommendations for improvement to team leads and relevant stakeholders.
• Management of user requests including password resets, software installation, access provisioning, and equipment troubleshooting.
• Collection and maintenance of incidents, requests, and resolutions to access trends, identify common issues, track service metrics.
• Maintenance of a knowledge base containing documentation of resolved cases for future reference and self-service opportunities.
• Execution of assessments to establish the severity and urgency of reported issues to support the prioritization process.
• Development and provision of user training on applications, systems, and equipment to enhance experience and self-sufficiency.

Assistant Vice President Expectations

• To advise and influence decision making, contribute to policy development, and take responsibility for operational effectiveness.
• Collaborate closely with other functions/business divisions.
• Lead a team performing complex tasks, using well-developed professional knowledge and skills to deliver on work that impacts the whole business function.
• Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives, and determination of reward outcomes.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are:
  • L – Listen and be authentic
  • E – Energise and inspire
  • A – Align across the enterprise
  • D – Develop others
• For an individual contributor, they will lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/or projects, identifying a combination of cross-functional methodologies or practices to meet required outcomes.
• Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
• Identify ways to mitigate risk and develop new policies/procedures in support of the control and governance agenda.
• Take ownership for managing risk and strengthening controls in relation to the work done.
• Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Collaborate with other areas of work, for business-aligned support areas to keep up to speed with business activity and the business strategy.
• Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practices (in other areas, teams, companies, etc.) to solve problems creatively and effectively.
• Communicate complex information. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
• Influence or convince stakeholders to achieve outcomes.
• All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence, and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge, and Drive – the operating manual for how we behave.