Barclays
IT Services Support - Barclaycard Payments
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IT Services Support - Barclaycard Payments
IT Service Support – Barclaycard Payments
About the Role
Join us as IT Service Support to deliver colleague-facing IT support across a modern Mac, Google Workspace and SaaS-based workplace environment. Key responsibilities include:
- Frontline support, device build and readiness
- Access and application fulfilment
- Collaboration/meeting room support
- Onsite support
- Knowledge enablement
- Escalation to specialist teams (product, engineering, supplier, or internal teams)
This is a greenfield opportunity—you’ll shape Mac estate support processes for Barclaycard Payments while contributing to a transformative business partnership with Brookfield Asset Management.
Purpose of the Role
Provide high-quality IT support across the bank, resolving technology issues and enhancing employee self-sufficiency. This role sits within Barclays’ strategic payments transformation initiative, ensuring seamless IT operations pre-, during, and post-Mac migration.
Accountabilities
Customer Support & Problem-Solving
- Deliver multi-channel support (email, phone, chat) to resolve hardware/software issues, application requests, and access blockages.
- Maintain stakeholder transparency about incident resolution timelines and progress.
Process Improvement & Analysis
- Develop data-driven reports/dashboards for team leads and senior partners on IT service performance.
- Analyze incident trends to identify recurring issues and suggest optimisation strategies.
- Track service-level metrics (response times, resolution rates) to guide support priorities.
Knowledge Management & Training
- Populate and update a self-service knowledge base for IT solutions.
- Assess issue severity and urgency to ensure timely dispute resolution.
- Design and deliver user training on systems, devices, and applications.
Service Delivery & Governance
- Execute password resets, software installations, access provisioning, and hardware diagnostics.
- Maintain IT ticketing systems, documenting incidents, requests, and resolutions for auditing and service improvements.
- Escalate policy breaches or procedural risks to the appropriate authority within Barclays’ regulatory framework.
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Key Responsibilities
- Resolution Focus: Provide timely and accurate IT solutions, enhancing digital workplace productivity.
- Knowledge Leadership: Contribute to a shared repository of resolved cases, reducing repeat incidents.
- Escalation Pathways: Collaborate with specialist teams (JiraSM, ISSM, supplier/vendor escalation routes) when necessary.
- Process Ownership: Help scale Mac ecosystem support—defining processes, values, and knowledge transfer aligned with Barclays’ digital priorities.
- Change Management: Support training events (town halls, one-to-one coaching) to upskill non-technical teams.
Leadership Expectations
(Note: Your primary role here is non-leadership-focused; relevant bullet points provided for organisational awareness.)
- Execute technical tasks efficiently and consistently to meet service standards.
- Maintain operational excellence by tracking KPIs, detecting system weaknesses, and proposing iterative fixes.
- Represent the IT service team externally, speaking to non-technical executives on practical IT challenges.
- Follow third-party SLAs for SaaS platforms, IT hardware vendors, and outsourced services.
- Ensure compliance with GDPR, Barclays’ governance policies, and UK PCI-DSS standards.
Development Mindset: This role is designed for detail-oriented individuals who proactively troubleshoot, document and improve. Those with existing Jira/ServiceNow exposure or Google Workspace administration experience will positively shape the team’s future.
Technical & Competency Requirements
Essential Skills
- Multi-channel IT support: Proven experience delivering L1/L2 (Tier-1/Tier-2) support across business applications.
- MacOS: Hands-on expertise with Mac device support (troubleshooting, software conflict resolution, peripheral conflicts).
- Incident management: Strong customer service mental model for handling stressors in complex IT environments.
Highly Valued Skills
- Ticketing systems: Exposure to Jira Service Management, ServiceNow, or equivalent.
- Digital workplace tools: Experience supporting Collaboration services (Teams, etc.), unified endpoint platforms, or Google Workspace.
- Meeting room tech: Previous touchpoints with digital signage, polycom datasets, or AV troubleshooting.
- Research orientation: Ability to investigate macOS/SaaS issues with minimal documentation.
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Soft Skills / Mindset
- Stakeholder communication: Ability to explain technical issues in clear, GDPR-safe terms.
- Efficiency-driven: Balancing direct support with learning for scale.
- Solution-focused: Documentation success depends on detective skills to identify root causes.
- Company awareness: Openness to upplifting Barclays’ new BPL brand post-carve-out.
Security & Compliance Orientation
․ Upholds Barclays’ moral compass: values of Respect, Integrity, Service, Excellence, Stewardship. ․ Operates under the Barclays Mindset (Empower, Challenge, Drive)—practices continuous improvement. ․ Behaviorally aligned with payments acceptance criticality—zero tolerance for supportive outages.
About the Environment
- Based in one of Barclays’ central London offices: 1 Churchill Place or 7 Wingate Circus (New BPL HQ).
- Primary schedule: 5-day office-based commitment.
- Occasional availability: Weekend/evening slack hours occasionally required when critical tickets remain open over business hours.
Business Context
Barclaycard Payments provides foundational infrastructure across 35M UK merchant relationships. Your work will enable 7bn annual payment transactions, including facilitating UK£4bn/d in B2B and SME commerce. The team is reshaping the payments universe with Brookfield’s growth capital infusion, leveraging automation, AI, and threat detection to secure card networks and channels.
- R&D focus: Plays an active role in greenfield implementations—such as macOS transition from Windows.
- Transformation goals: Install scalable workflows aligned with Barclays’ 10-year partnership commitment.
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