Onsite Desktop Support Technician

Job description

Infrastructure Service

Across Infrastructure Services and Functions Transformation we deliver the technology that underpins what our colleagues do, how they work and how we service our clients.

The firm's core management of Risk, Finance and Treasury is underpinned by the systems supported within Global Technology.

Role Purpose

The controlled resolution of incidents and problems (deviations from planned or expected infrastructure/applications component or system behavior) including: classification, prioritisation and initiation of action, documentation of root causes and implementation of remedies. This also includes:

· Use of the Tech Bar appointment booking, feedback and incident management systems.
· Knowledge and use of the change/configuration management system
· The drawing in of specialised expertise wherever appropriate, and the provision of advice and information aimed at minimising the occurrence and impact of service incidents through process improvement.
· Close engagement with the general employee population in provision of the Tech Bar services and, including, but not limited to other services such as promotion of, communications regarding and general tasks relating to the Tech Bar when assigned to do so by management.
· Design and implementation of new services and enhancements.
· Coordination of the service globally with other sites and Tech Bar Leads, with focus on maintaining continuity of service and developing enhancements.

The implementation of all changes to the components of live infrastructure/applications, from request for change or project initiation through to deployment and review, to support the continued availability, effectiveness and risk compliance of the infrastructure/applications.

Key Accountabilities

· Ensures that all requests from users including persons visiting the Tech Bar for assistance are handled promptly and effectively and where needed through on-call and standby arrangements. Is pro-active to ensure that users make effective use of the facilities available to them.
· Obtains diagnostic data to assist in the investigation and resolution of problems. Matches unresolved incidents against existing problems, known errors and other incidents. Ensures that incidents and problems in systems and services are fully documented within the configuration/change management & problem reporting system.
· Work closely with the Service Desk to identify additional opportunities to reduce demand and increase adoption self-service.
· Classifies and prioritises unresolved incidents. Initiates and co-ordinates investigations to discover root causes, and progresses the implementation of remedial action. Ensures that investigations are fully documented, to facilitate the optimum implementation of remedies, maintaining the Known Error Database.
· Ensures that the requirements of agreed internal and/or external levels of service are met and that all appointments made for the Tech Bar are fulfilled.
· Assists in the analysis of incidents, Tech Bar queries and problems to show trends and potential problem areas, so that action can be taken to minimise the occurrence of incidents and to improve the process of problem reporting, analysis and clearance. Monitors plans and actions to investigate and resolve incidents and problems, including any suppliers and specialists involved, and contributes to problem management policy decisions.
· Design and run training events to address gaps in knowledge of users, targeting problem areas identified. Includes publicising to ensure success and tracking the resulting reduction in related Incidents logged to the Service Desk, or visits to TechBar.
· Conducts tests as defined in project/change implementation plans and records/communicates the details of any failures in a concise but complete manner.
· Keeps relevant staff informed of the status of systems and services, by producing reports/registers on defect/problem reporting data extracted from the configuration/change management system. Ensures that agreed actions relating to problem investigation and clearance are taken within the allotted timescales.
· Accepts application objects from application development projects and /or infrastructure component changes, ensuring that they meet the defined acceptance criteria and follows appropriate infrastructure object deployment build guides to implement onto target infrastructure.
· Configures the infrastructure/applications environment as required by the service being implemented or revised.
· Supports fault diagnosis and all customer enquiries and issues relating to moderately complex problems, reporting the results of such diagnosis in a clear and concise manner. Draw on support from network of 3 rd Line engineers where needed, including proactively addressing personal skills gaps.
· Plans and implements small infrastructure changes (infrastructure software fixes/patches, maintenance release updates) after completing a full change request on Service Centre.
· Develops commitment and ingenuity in expert application of available facilities to non-standard situations, diagnosing underlying causes of difficulties, and devising solutions or workarounds to ensure that the effect on service is minimised.
· For all requests that can not be directly resolved, provides an effective interface at the highest level between users and service providers; ensures that priority setting and escalation procedures are applied effectively and that all complaints are responsibly and professionally resolved.
· Regularly monitors the incidence, status and speed of resolution of enquiries and problems; is pro-active in devising improvements and recommending changes to systems, products or services.

Risk and Control Objective

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 Specification
Technical knowledge
· Proven knowledge and expertise of specific technical platforms that the role supports
· Good technical knowledge of Cisco based LAN/WAN routers and switches
· Good knowledge and experience of WAN routing technologies used within the Barclays group
· Good knowledge of Smartphones, tablets and mobile Technologies
· Solid knowledge of all the major components in a vendor's solution
· Competent in discussing the technology with vendor escalation support team
· Can describe the overall function of several components in the technical platform
· Competent to discuss the underlying technology with a vendor first line response team
· Understands the design principles in the vendor's product for example Verint, Symposium, Call Pilot, Meridian and all desktop hardware.
· Good knowledge BYOD and MyDevice technologies and their capabilities and suitability for different Business units and working profiles.
· Good knowledge of MacOS Familiar with Infrastructure Platforms

The implementation and management of infrastructure platforms or components that host specific business applications or services.

Examples: Meridian PABX, Call Recording Systems, Call Centre Platforms, Voicemail, VOIP, Desktop Applications, Windows, Systems Management, Capacity Management and Infrastructure Risk/Security Management.

Familiar with Networking and Communications

The planning and management of the interaction between two or more networking systems, computers or other "intelligent" devices.

Examples: ISDN, ATM, Ethernet, TCP/IP and Wireless. Telephony

Familiar with Operating Infrastructure

Knowledge of the ICT infrastructure (hardware, databases, operating systems, local area networks etc) used within own organisation.

Internal and External IT Environment
· Basic understanding of the internal and external environment:
· Familiar with company's stated technology practices and direction and major IT initiatives and key issues
· Can identify and interpret key policies, standards and procedures affecting own area
· Understands the basic concepts and benefits of the technology strategy
· Aware of new information technology platforms and technologies, with a particular focus on the external Smartphone, tablet and portable technologies and their use in interacting with internal systems.
· Can describe the major roles and responsibilities of the IT function
· Can identify key activities performed by IT professionals and managers and key departments/functions
· Can discuss specific technology application opportunities in own area and promote new technologies central to GTIS goals and strategies.
Business Knowledge
· Can describe basic concepts of a business function or product:
· Understands the impact of how a high level of Support Service aids the business
· Familiar with relevance of technology for that business, function or product and can recommend the best combination of technologies to suit the business focusing on BYOD wherever possible and applicable as the preferred solution.
Service Delivery
· Understands how service delivery applies to own technical function:
· Experienced with monitoring performance of specific system components
· Familiar with routine monitoring and administration tools. Resolves routine problems
· Understands all major internal support functions and services
· Understands performance measurements for hardware, software or network components
· Familiar with key monitoring requirements and tools and techniques employed in supporting Infrastructure/applications
· Has experience in writing an SLA or a capacity plan and understands how to measure service delivery with metrics and targets
· Understands the difference between an SLA and OLA
· Understands the different availability and continuity services offered by own technical function
· Understands support functions, processes and services that relate to user owned equipment interacting with company systems.
Service Support
· Reviews and refines daily procedures to maintain high service support levels
· Can describe major cost items in producing and maintaining supporting documentation
· Knowledge of all major support tools for a specific platform primarily Service Now
· Implements quality checks for the change, configuration and release processes
· Guides the development of service support concepts and defines/drives the attainment of service support targets:
Security Management
· Familiarity with check pointing, back-up and recovery
· Familiar with existing policies and practices
· Experienced with a security process within an application and an operating system
· Has an understanding of the operational issues and considerations for securing information
· Has a working knowledge of the key issues in implementing security systems:
Control
· Knows what should be communicated, when, and to whom; knows who could help make a good decision; experienced at implementing or managing risk management processes and tools; actively seeks ways to understand, mitigate or reduce risks, drawing on expert advice, risk assessment, and management reports;
· Hands-on knowledge of firm practices in project budgeting; aware of own cost drivers and experienced at negotiation discussions with internal and external suppliers and customers
Delivery
· Has identified customer needs, monitored and reported on the service level and taken action to solve service level issues including trends and common issues raised at the Tech Bar.
· Has documented and analysed alternative IT and operational solutions, risks and benefits, and obtained decision on resolution
· Has estimated, planned and organised own tasks using project management tools and in collaboration with other streams;
· Has participated in the development of documentation;
· Good presentation skills, both in designing technical training to be delivered to users and presenting to an audience.
Leadership
· Contributes to and encourages ideas; builds on suggestions of others;
· Maintains a global view of the service, with focus on driving improvements and maintaining continuity.
People Development
· Understand own learning style; learns from mistakes or successes for future planning and
· development; Familiar with journals and material relevant to specialty and industry;
Management
· Supports and commits to decisions reached by the group; manages own workload and multi-tasking when appropriate;
· Understand basic concepts associated with functional analysis, prior and following steps in the development process, and project lifecycles;
Technical Expertise
· Proven knowledge and expertise of specific technical platforms that the role supports Aware of Corporate, Industry and Professional Standards


Standards associated with the Support Analysts current Role.

· Change Management
· Incident Management
· Help Desk Procedures
· ITIL Familiar with Customer Service Techniques

· Techniques for ensuring that full account is taken of customers' real and stated needs in the delivery of products and services and in handling general enquiries raised through the Tech Bar. Knowledge of the Bank's products, services and policies and/or other specialist knowledge required to undertake the role

Other requirements specific to the role:
· Formal qualifications and experience required to operate at this level of specialism with proven IT based experience.
· ITIL Foundation certificate.
· Preferred: ITIL Service Operation and Analysis & Continual Service Improvement
· as demonstrated a strong willingness to absorb information and standards laid down within Site Support or similar ITIL compliant environments
· Has demonstrated a strong willingness to absorb information and standards laid down within Site Support or similar ITIL compliant environments
· Must have had demonstrable experience utilising ITlLCapability Module
· Planning, protection & optimisation
· Service offerings & Agreements
· Operational Support & Analysis
· Release, Control & Validation
· Clearly demonstrated a willingness to be cross trained or shown areas where they have cross trained to up skill
· Should have shown a ‘can do' attitude when the team is required to go the extra mile
· Has demonstrated a high level of Customer Service and has demonstrated this with positive 360 feedback scores
· High level of customer service, aware that we have external AND internal customer groups
· Willing to develop their knowledge by promoting themselves within the team to pick up on new skills and awareness
· Willing to undertake the low key but essential day to day tasks within the team, including participation on the Change cover rotas
· Able to handle high and demanding user expectations in a professional manner whether face to face or using any other means of communication particularly when handling any queries or interactions raised through the Tech Bar or planned events.
Benefits

Our customers deserve the best. The same goes for our employees. That's why at Barclays you'll receive a range of benefits that include a competitive salary and all the tools, technology and support you need to succeed.

Our Culture

Everything we do is shaped by the five values of Respect, Integrity, Service, Excellence and Stewardship. The values inform the foundations of our relationships with customers and clients, but they also shape how we measure and reward the performance of our employees. Simply put, success is not just about what you achieve, but about how you achieve it.

Dynamic working gives everyone at Barclays the opportunity to integrate professional and personal lives, if you have a need for flexibility then please discuss this with the hiring manager.

Barclays is an equal opportunity employer and are opposed to discrimination on any grounds. For more detailed information, please visit our dedicated Diversity and Inclusion site here .