IT Services Support - Barclaycard Payments

Barclays will invest approximately £400m in the new business, the majority of which will be incurred during the first three years. Performance-linked incentives will drive greater alignment between the partners, underpinning the long-term commitment to the transformation. Barclays and Brookfield will work to create a standalone entity over time, continuing to use the Barclaycard Payments (BPL) brand and acting as the sole payments acceptance services provider to Barclays’ clients for a minimum of ten years.

For more information on our partnership with Brookfield, please visit Barclays.com.

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.

Analyst Expectations

• To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in their assigned area of expertise.
• Thorough understanding of the underlying principles and concepts within the area of expertise.
• They lead and supervise a team, guiding and supporting professional development, allocating work requirements, and coordinating team resources.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviors to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviors are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
• OR for an individual contributor, they develop technical expertise in the work area, acting as an advisor where appropriate.
• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies/procedure appropriately.
• Take responsibility for embedding new policies/procedures adopted due to risk mitigation.
• Advise and influence decision making within the own area of expertise.
• Take ownership for managing risk and strengthening controls in relation to the work they own or contribute to. Deliver their work and areas of responsibility in line with relevant rules, regulation, and codes of conduct.
• Maintain and continually build an understanding of how their own sub-function integrates with the function, alongside knowledge of the organization's products, services, and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organization sub-function.
• Make evaluative judgments based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex/sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside the team and external to the organization.

Barclays Values and Mindset

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.