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)
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Job Summary
We are delighted to announce that we are now accepting applications for 2022 Graduate Talent Program. The Program will be an 18-months rotational and development experience aimed at acquiring and developing future skills as we bring possibilities to life for our successful candidates.
Job Description
We are delighted to announce that we are now accepting applications for 2022 Graduate Talent Program. The Program will be an 18-months rotational and development experience aimed at acquiring and developing future skills as we bring possibilities to life for our successful candidates.
The program Career, Learning and Development:
- Multiple rotations across the business
- Best in class learning and career development platforms
- Dare to Lead Program –aims to promote and encourage the right leadership behaviors across all levels of the bank, aligned to our Purpose and Values.
- Support network of mentors and Coaches to facilitate career progression
Developing you
Our Graduate Talent Program aims to develop a unique skillset by working alongside subject matter experts across multiple job rotations. This will allow you to develop both technical and leadership skills.
By excelling in our Graduate Talent Program, you will be well placed to fulfil your career goals and have an opportunity demonstrate your potential to be a future leader in our business.
What are we looking for in the graduates?
- A degree in business related field, Statistics, Insurance, Computer Science, Data Science, Software Engineering, Agriculture, or Investment Banking
- Graduated in year 2020 or 2021 with at least a 2nd class upper degree and has the certificate
- Scored at least Grade ‘A-’ (A minus) in mean grade and in Math’s, and English in KCSE or its equivalent
- Have a professional certification or qualification
- Is Brave, Passionate, and Ready to bring their possibility to life
- Bold to share their thinking and challenge the status quo
Application and Recruitment Process
To submit your application, Log on to workday, search for the requisition number R-15925506, Graduate Talent Program. The deadline to receive applications is 15th December 2021
- Submit your Online Application and CV via Workday
- Attach your KCSE Certificate, Degree Certificate, professional qualification/ certification or its equivalent
Your application will be reviewed against the targeted requirement in December 2021 and January 2022. You can expect to hear from us during this period.
What’s next for shortlisted candidates?
You will be invited for an online psychometric test and if successful, invited to an assessment center, where you will have an opportunity to meet with managers from different areas of the business.
Education
Bachelors Degree and Professional Qualifications: Business, Commerce and Management Studies (Required)
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