IT Service Desk Quality Manager

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

• 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.

Assistant Vice President Expectations

• 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 projects, identifying a combination of cross functional methodologies or practices to meet required outcomes.
• Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
• Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.
• Take ownership for managing risk and strengthening controls in relation to the work done.
• Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.
• Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc).to solve problems creatively and effectively.
• Communicate complex information. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
• Influence or convince stakeholders to achieve outcomes.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.

Join us as a IT Service Desk Quality Manager at Barclays, where you'll take part in the evolution of our digital landscape, driving innovation and excellence. You'll harness cutting-edge technology to revolutionise our digital offerings, ensuring unparalleled customer experiences. As a part of the team, you will deliver technology stack, using strong analytical and problem solving skills to understand the business requirements and deliver quality solutions. You'll be working on complex technical problems that will involve detailed analytical skills and analysis. This will be done in conjunction with fellow engineers, business analysts and business stakeholders. 

To be successful as a IT Service Desk Quality Manager you should have experience with:

• Excellent knowledge of Incident, and Knowledge management
• Technical expertise (SME) for Service Desk managed products and processes
• Proficient use of MS Office, especially Excel, Tableau and Power Point to produce analytics, proposals
• Proficient in Tableau, with extensive experience in creating interactive and visually appealing dashboards and reports
• Critical thinking: Ability to analyze complex problems and develop effective solutions
• Presentation skills: Proficient in creating and delivering engaging presentations
• Metric improvement/Data monitoring: Monitoring and improving key performance metric

Some other highly valued skills include:

• Proficient in MS Excel, with advanced skills
• Tableau Skills - Skilled in data visualization techniques to transform complex data sets into actionable insights. Capable of connecting to various data sources, performing data blending, and utilizing advanced calculations to support business decision-making processes
• Experience with Service First platform: Familiarity with the Service First platform for managing service desk operations

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

This role is based in Pune.