IT Services Support - Barclaycard Payments

Purpose of the Role

To provide frontline support and useful resources to departments and colleagues across the bank with everyday IT problems, issues, and requests.

Accountabilities

• Provide high-quality support and problem-solving capabilities through various communication channels to resolve technology issues related to products and applications, ensuring relevant stakeholders are updated on progress.
• Develop reports and dashboards to visualise and communicate key findings and recommendations for improvement to team leads and relevant stakeholders.
• Manage user requests, including password resets, software installation, access provisioning, and equipment troubleshooting.
• Collect and maintain incidents, requests, and resolutions to access trends, identify common issues, and track service metrics.
• Maintain a knowledge base containing documentation of resolved cases to support future reference and self-service opportunities.
• Execute assessments to establish the severity and urgency of reported issues to support the prioritisation process.
• Develop and deliver user training on applications, systems, and equipment to enhance user experience and self-sufficiency.

Analyst Expectations

• Perform prescribed activities in a timely manner and to a high standard, consistently driving continuous improvement.
• Demonstrate in-depth technical knowledge and experience in the assigned area of expertise.
• Apply a thorough understanding of the underlying principles and concepts within the area of expertise.
• If leading a team: lead and supervise colleagues by guiding and supporting professional development, allocating work requirements, and coordinating team resources.
• If the position includes leadership responsibilities: People Leaders are expected to demonstrate Barclays LEAD behaviours—Listen and be authentic, Energise and inspire, Align across the enterprise, Develop others.
• If an individual contributor: develop technical expertise in the work area and act as an advisor where appropriate.
• Have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Take responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies and procedures appropriately.
• Take responsibility for embedding new policies and procedures adopted due to risk mitigation.
• Advise and influence decision-making within own area of expertise.
• Own risk management and strengthening controls related to work you own or contribute to, delivering work in line with relevant rules, regulations, and codes of conduct.
• Maintain and continually build understanding of how the sub-function integrates with the function, alongside knowledge of the organisation’s products, services, and processes.
• Demonstrate understanding of how areas coordinate and contribute to the objectives of the organisation’s sub-function.
• Make evaluative judgements based on analysis of factual information, with attention to detail.
• Resolve problems by identifying and selecting solutions using acquired technical experience, guided by precedents.
• Guide and persuade team members and communicate complex or sensitive information.
• Act as a contact point for stakeholders outside the immediate function, building a network of contacts outside the team and external to the organisation.

Values and Mindset

All colleagues are expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence, and Stewardship, and to demonstrate the Barclays Mindset—Empower, Challenge, and Drive.

Role Overview

Join as an IT Service Support to provide colleague-facing IT support across a modern Mac, Google Workspace, and SaaS-based workplace environment. Scope includes frontline support, device build and readiness, access and application fulfilment, meeting room and collaboration support, onsite support, knowledge enablement, and escalation into specialist product, endpoint, ITSM, engineering, or supplier teams where required.

This is a greenfield opportunity supporting the rollout of the Mac estate across the organisation, helping define support processes for Barclaycard Payments.

Required Experience

• Experience providing multi-channel L1/L2 IT support across end-user services and business applications.
• Incident management and customer service capability in a fast-paced environment.
• Ability to follow defined runbooks and escalate effectively within ITSM processes.
• Mac support experience.

Highly Valued Skills

• Exposure to Jira Service Management (or equivalent ticketing systems, e.g., ServiceNow).
• Experience supporting digital workplace tooling (collaboration, EUC services, especially Google Workspace).
• Experience of meeting room support and townhall event spaces.

Assessment

You may be assessed on key critical skills relevant for success in the role, such as risk and controls, change and transformation, business acumen, strategic thinking, digital and technology, as well as job-specific technical skills.

Location and Working Pattern

The successful candidate will be based in London. Our offices are located at 1 Churchill Place and 7 Westferry Circus (new BPL office).

This role is 5 days per week office-based. Weekend and evening working may be required on occasion.