Service Desk Analyst
Job Summary
- To act as the single point of contact for
Technology
- To take ownership of Service Desk and Incident
management processes within the Service department, Providing guidance,
support, and leadership
Job Description
Accountability:
Service Availability
- Maintaining effective Incident & Problem
Management processes
- Providing appropriate reports, commentary and
analysis of incident occurrences and trends
- Maintaining Operations Level Agreements
Key Activities
- Ensure the successful ongoing operation of the
Help Desk and Incident Management processes.
- Develop service trends and ensure that effective measures
are taken to improve service levels
- Maintain good relationships with client businesses
by ensuring that their business requirements and plans are understood.
- In addition, handling queries, complaints, and
suggestions promptly, professionally and in accordance with current
Technology practices and procedures
Accountability:
Business Liaison
- Single point of contact for one or more business
units to represent IT services.
Key Activities
- Identify service needs for the Business Units
represented to IT
- Escalate Business unit service issues to the
Service Manager
- Communicate service status on service issues to
the Business Unit
- Assist in SLA negotiation efforts with Business
Unit(s)
- Report on quality of services rendered to Business
Unit(s)
Accountability: Risk
Management
- Build relationship with country Technology Risk
and Compliance team and provide support wherever required.
- Contribute and deliver to the improvement of the
risk profile by delivering improved governance, risk management, controls
and compliance requirements.
- Devise and implement an effective plan to deliver
a satisfactory risk and audit profile for Operations & IT and achieve
audit and assurance targets.
Accountability: People
Management
- Responsible for driving own Performance
Development, collating relevant documentation, preparing for and arranging
reviews.
- By utilizing skills matrix, identify training and
development requirements, formulating own plan to be agreed with team
leader.
- Responsible for ensuring own plan is completed
within agreed timescales.
Undertake all necessary
training in order to perform the role to the required standards, including
gaining accreditation where appropriate.
Accountability:
Controls (Mandatory for all roles)
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. Understand and manage risks and risk events
(incidents) relevant to the role
Education and
experience required
- B-degree in IT related field
- 3 years experience
Knowledge, Skills
& Experience
- ITIL Certification or relevant experience
- A strong customer service and work ethic
- Excellent analytical and problem solving skills to
enable effective identification and resolution of IT related issues
- Strong understanding of ITIL Service Management
- Effective verbal and written communication skills
- Sound knowledge of Microsoft Office products
- Previous experience working in a service/help desk
role
- Experience in supporting Windows XP desktop
environments
- Experience in troubleshooting network environments
- Experience in using a Configuration Management
Database System (CMDB)
- Experience in an Active Directory environment
- Experience in using Desktop Remote Management
tools
Education
Further Education and
Training Certificate (FETC): Physical, Mathematical, Computer and Life Sciences
(Required)
How
To Apply
Interested
and qualified? Go to Diageo on absa.wd3.myworkdayjobs.com to apply