Service Desk Specialist

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.

To be successful as a Service Desk Specialist, you should have experience with:

• 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

Some other highly valued skills may include:

• 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

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

This role is located in New York, NY.

Minimum Salary: $125,000

Maximum Salary: $170,000

The minimum and maximum salary/rate information above includes only base salary or base hourly rate. It does not include any other type of compensation or benefits that may be available.

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

• 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.

• To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.
• Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
• OR for an individual contributor, they will lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/ or…