Service Desk Specialist

Barclays•New York, NY

1d•$125,000 - $170,000

About The Position

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. Embark on a transformative journey as a Service Desk Specialist. At Barclays, our vision is clear – to redefine the future of banking and help craft innovative solutions. In this role, you’ll support day-to-day technology operations by helping resolve issues, maintain service stability, and support ongoing improvements across the organization. You’ll work closely with different teams to ensure technology services continue to meet business needs. Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.

Requirements

Providing first-line and second-line technical support for enterprise systems and applications
Troubleshooting incidents, managing escalations, and supporting timely resolution
Working with cross-functional teams to support service improvements
Following risk and control frameworks within technology environments
Supporting technology changes that impact services and users

Nice To Haves

Understanding of risk and controls within IT service environments
Experience supporting change and transformation activities
Awareness of how technology services align with business needs
Problem-solving skills and a structured approach to issue resolution
Familiarity with ITSM tools, digital platforms, or basic automation

Responsibilities

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

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