Help Desk and Desktop Support

Paris, France

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Date live: Oct. 11, 2022

Business Area: COO & Functions

Area of Expertise: Technology

Reference Code: 90283871

Contract: Permanent/Regular

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About Barclays Europe Technology

Barclays Europe Technology is accountable for all technology and cyber services to all areas of the business in the 10 EU countries that Barclays Europe operates in. Matching the scale and diversity of the business activity in total there are 11 key lines of technology/cyber service and 800+ systems used by Barclays Europe.

This role is part of the Barclays Europe Technology function.

“We are an equal opportunity employer and we are opposed to discrimination on any grounds.”

Overall purpose of role

The team will ensure projects, changes and operational services are meeting both SLAs and our objective to provide a positive colleague experience while reporting service issues and escalations and identifying opportunities for service improvements. The team will be the primary entry point into their jurisdiction for BCS / GTIS and ensure regional considerations are communicated and understood when delivering projects.

Responsibilities also include but are not limited to managing service level agreements, maintaining documentation, and staying within procedure compliance for all information systems related to end user support. Candidate will be required to work under general direction with minimal supervision to deliver projects and tasks related to infrastructures projects or daily duties.

Key Accountabilities

Excellent stakeholder and relationship management to understand the customer business, requirements and needs, in order to be able to proactively anticipate and deliver customer centric solutions which are regionally appropriate
Provide business engagement and relationship management within region on behalf of BCS
Incident management using supplied tools and systems and respond within agreed SLAs
Ensure all activities are conducted in accordance to defined processes and policies
Participation in project work and Project Management (also for cross regional projects)
Support of production systems locally and regionally (server, network, voice trading, front office applications)
Assisting with office re-locations, moves, changes, roll-outs and maintaining of asset register
Support regional and business stakeholder communication to manage change and adoption, supporting two-way feedback and implementing appropriate solutions and action plans. Ensuring a positive employee experience, whilst driving adoption.
BCS/GTIS representation for any local entity service reviews or forums that require our input or attendance
Ensure compliance with relevant group guidelines / policies; observe / enforce IT related controls and standards in the working environment – physical security, logical security etc.

Stakeholder Management and Leadership

Familiar with handling difficult conversations and challenging stakeholders successfully as well as delivering messages in a professional and effective way
Able to get stakeholders and customers on-board
Knows when to appropriately escalate to management and ensure they are fully briefed of progress and issues at all times
Excellent communication skills. Able to communicate effectively across all grades and Barclays Business Units
Ability to actively engage and influence key stakeholders
Results oriented and assertive if and when required (you don’t shy from challenging situations)
Influence colleagues to embed and drive a strong risk and control governance culture and understand all risk management objectives and requirements.
A team player with initiative, and takes ownership of user problems and follows defined escalation paths
Customer satisfaction orientated

Decision-making and Problem Solving

Manage priorities and organize work to stringent, competing and demanding deadlines.
Ability to develop a fact based point of view, raise issues and engage in a fact-based discussions and problem solving.
Ability to work in a team environment as well as an individual contributor as required
The role requires troubleshooting desktop applications used by the business as well as troubleshooting operating system, hardware, network, and Active Directory issues as they affect the desktop estate. Any issues that are not solvable at the team level need to be escalated and communicated via our internal escalation process to the responsible teams

Risk and Control Objective

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

Working Collaboratively: Builds a culture where involvement and sharing are seen as essential for the achievement of shared objectives and agendas. Sets a clear agenda where Barclays Europe and Barclays Global Technology / BX teams can each see how their activity enables Barclays’ success and successful expansion of the Barclays Europe entity.
Driving Continuous Improvement and Innovation: Shapes and drives a culture of review and improvement across the organisation. Strives to continually improve business processes that impact positively on the business and uphold the values
Excellent time management and organizational skills
Excellent analytical, problem solving, interpersonal, and communication skills.
Ability to work closely with other members of the information technology staff in a team environment
Familiar with handling difficult conversations and challenging stakeholders successfully as well as delivering messages in a professional and effective way.

Essential Skills/Basic Qualifications:

Diploma in IT
Able to manage and co-ordinate issue resolution and feedback, to customer satisfaction
Knowledge of Incident, Problem and Change processes and practises
Ability to manage incident response and co-ordination activities liaising across multiple global locations and colleagues.
Excellent communication and effective problem solving skills
Strong communications – fluent verbal and written skills in French and English
Strong time management and organization

Desirable skills/Preferred Qualifications:

ITIL Foundation Certificate
Knowledge of ITIL methodology and experience in a trade support environment gained through a financial institution
Experience working in an international organization and international remote teams
Is experienced in estimating, planning and organising own tasks using project management tools and methods
Able to co-ordinate project deployment in region, liaising with project teams and the customers to ensure a seamless deployment
MSCE or related certification and three years related experience; or an equivalent combination of education and experience.
2-5+ years of hands-on experience working with desktops in Active Directory environment
Basic Project Management skills with the ability to contribute directly when required.

Purpose and Values

Our purpose is creating opportunities to rise. We support sustainable and inclusive growth by connecting the ideas, innovations and aspirations of our customers and clients to the capital that can bring them to life. For over 325 years we have funded progress, and today we remain committed to helping make our world more sustainable, more inclusive and more connected.

Our values underpin everything we do: Respect, Integrity, Service, Excellence and Stewardship.

Respect

We respect and value those we work with, and the contribution that they make.

Integrity

We act fairly, ethically and openly in all we do.

Service

We put our clients and customers at the centre of what we do.

Excellence

We use our energy, skills and resources to deliver the best, sustainable results.

Stewardship

We are passionate about leaving things better than we found them.

More about working at Barclays

Our approach to hybrid working ensures there’s the right balance of working alongside colleagues at our onsite locations, as required for each role. For business areas that offer a hybrid working experience, this will be in a structured way, where colleagues work at an onsite location on fixed, ‘anchor’, days of the week. Some roles may require full onsite working. Please discuss the working pattern requirements for the role you are applying for with the hiring manager.

We continue to embed and review our hybrid working environment and remain in a phase of testing and learning. This means that working arrangements could change, with reasonable notice, to align with the needs of our business.

Barclays welcomes applications from all candidates and is committed to ensuring reasonable adjustments (accommodations) are put in place to allow for a fair and inclusive recruitment process. For more information and how to request one, please review Adjustments to the recruitment process.

We’re committed to providing an inclusive culture and environment, that recognises and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees globally to work flexibly empowers each of us to work in a way that suits our lives, as well as enabling us to better service our customers’ and clients’ needs.

Our approach to working flexibly is designed to support you to balance your life and to accommodate diverse needs, whilst still allowing us to meet our business needs. If you’d like to request a flexible working arrangement, please discuss this with your hiring manager.

We're committed to providing a supportive and simplified experience for our candidates throughout the application and assessment process. Here, you will find information about what to expect and some guidance around your assessment and interview.

While the application process depends on the role, there are some constant steps, which are;

Step 1 - Your application
Step 2 - Your assessment
Step 3 - Your interview
Step 4 - Next steps

We aim to create an inclusive work environment where everyone can reach their full potential. If you require any adjustments to our recruitment process, please click here to learn more.

Find out more information here.

Barclays offers a diverse, inclusive and engaged culture. A place where people can bring their whole selves to work and be respected for who they are, valued for what they do and celebrated for their contribution to our business and our community.
We are an equal opportunity employer and opposed to discrimination on any grounds. It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, colour, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

Barclays is required by law to confirm that you have the Legal Right to Work in any role that you apply for. If you currently hold a work visa sponsored by Barclays, or you would require sponsorship from Barclays, you must declare this as part of your application. Sponsored visas are role and entity specific and any changes must be reviewed. It is important that you ensure you are working on the correct visa at all times. Failure to accurately disclose your visa status or Legal Right to Work may result in your application or any employment offer being withdrawn at any time.

The Barclays Way

This is the spirit of Barclays. It’s why we exist, what we believe and how we behave. But most importantly, it’s how we make decisions, take action and get things done.

Learn more