Barclays Jobs – Technical Support Analyst

Job Description:

Our Technical Support Analysts are unique in their combination of strong communication skills and proficiency in technical analysis. As well as being the primary contact for clients reporting incidents, you will be expected to use your working knowledge of Microsoft and Linux environments to diagnose and resolve technical queries, working in close collaboration with other internal teams. Candidates should be able to effectively manage and prioritise several concurrent tasks, maintaining composure and diligence during major incident scenarios. With the payment industry undergoing rapid growth and advancement, we’re looking for someone who can adapt quickly as new technologies present new problems, as well as participating directly in our evolution by suggesting service improvements for both the company and our clients. At BPS we’re also committed to supporting our clients 24/7, which means that this role involves shift work.

Job Responsibilities:

• Manage and prioritise your own workload of allocated incidents.
• Proactively use a variety of systems/tools to investigate log files and errors, applying fixes to ensure the resolution of faults.
• Work with internal parts of Barclaycard including senior stakeholders, Technical Relationship Management, Development, Infrastructure, Project Management and Professional Services.
• Provide end-to-end management of technical issues raised by our clients, alerts or colleagues. Maintain an accurate audit trail of support calls throughout.
• Innovate! Support the department by making recommendations for service improvements (both internally and externally) to ensure delivery of outstanding service to our clients.
• Attend technical conference calls with clients and suppliers to troubleshoot faults.
• Maintain an awareness of escalated open incidents to ensure timely, professional and accurate updates to affected clients.
• Perform data recoveries as required.
• Raise/implement changes and collaborate with the relevant parties throughout.
• Manage our relationship with clients, exceeding expectations with a timely and consistent service.
• Show initiative and confidence when working unsupervised during weekends and nightshifts.

Job Requirements:

• Outstanding communication skills both written and verbal with a professional telephone manner
• To be able to take ownership and accountability
• Comfortable liaising with clients and colleagues at all levels both internally and externally
• Excellent team player
• Proven ability to handle multiple and concurrent tasks and issues
• Composure to deal with challenging client service demands

Qualification & Experience:

• Good knowledge and understanding of the UK card processing industry
• Awareness of ITIL and ITIL frameworks
• Educated to GCSE level or equivalent
• Working knowledge of Microsoft & LINUX environments
• Experience within a Managed Services environment within the IT industry
• Experience of conducting in-depth technical analysis and troubleshooting within an technical environment using different tools and software

Job Details:

Company: Barclays

Vacancy Type: Full Time

Job Functions: Information Technology

Job Location:  Fleet, England, United Kingdom

Application Deadline: N/A

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