Description
The Incident Analysts colleague would need to cover on a shift rota basis between 07:45-22:00. Monday to Sunday.
Your Skills and Qualifications will include:
Incident support and request fulfilment (50%)
To provide 1st and 2nd line incident management and request fulfilment on Barclays Loans IT applications and systems, ensuring a high standard of customer service is provided by the IT Service Desk
To make decisions regarding any necessary actions as a result of an incident. Ensure the incident is worked through to a satisfactory conclusion within SLA, and involving the Problem Manager where applicable
Ensure that all concerned parties are kept informed of progress and state of play at all times
Manage the life cycle of all incidents referring calls to 3rd line support/maintenance providers where appropriate and act as liaison point and coordinator to ensure necessary action is taken and updates provided
Provide timely, accurate and effective communications around Service Operation issues to the business as well as colleagues
Service desk support (45%)
Work on the Service Desk taking calls, logging emails and self-service requests on a shift rota basis between 07:00-22:00. Ensure all incidents, problems, service and change requests received are logged on Supportworks
To be aware of, and abide by, all IT governance procedures
Assign calls to the relevant 2nd/3rd line support teams in an accurate and timely manner, providing all relevant information to ensure a swift resolution
Provide a high standard of customer service and communication whether written or verbal to our customers
Flag improvement ideas that could be made to new and existing processes in support of our commitment to CSI (Continuous Service Improvement)
Risk and Control Objective (5%)
All Barclays colleagues have to ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards
Person Requirements
Interpersonal
Ability to work both as part of a team and on an individual basis
Ability to work under pressure
Strong communication skills, both written and verbal
Good interpersonal skills
Personal
Flexible & organised
Motivational
Self-motivated
Conscientious with an eye for detail
Essential
Some experience within the IT industry
Good knowledge of desktop and laptop hardware and software platforms
MS Windows operating systems and office applications
Previous experience working in a Service Desk/Helpdesk environment
Preferred
Experience within the Financial Services industry
Some knowledge of Client Access applications as they relate to IBM AS400 access
ITIL foundation level in Service Management
Qualified to MCP level or proven equivalent industry experience.