Service Desk
Barclays - Delaware

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Headquartered in Wilmington, Del., Barclaycard US creates customized, co-branded credit card programs for some of the country's most successful travel, entertainment, retail, affinity and financial institutions. The business employs 1,300 associates.

Barclaycard, part of Barclays Global Retail Banking division, is a leading global payment business that helps consumers, retailers and businesses to make and accept payments flexibly, and to access short-term credit when needed.

The company is one of the pioneers of new forms of payments, and is at the forefront of developing viable contactless and mobile payment options for today and cutting edge forms of payment for the future. It also issues credit and charge cards to corporate customers and the British Government. Barclaycard partners with a wide range of organizations across the globe to offer their customers or members payment options and credit.

Barclaycard operates in the United States, Europe, Africa and the Middle and Far East.

Key Accountabilities:
Answers, evaluates, and prioritizes incoming telephone, voicemail, email, and in-person requests for assistance from colleagues experiencing issues with hardware, software, networking, and other computer-related technologies.

Performs initial triage to gather and analyse information about a problem and leads the associate through diagnostic procedures to determine the source of the error and resolve problem.

Performs initial triage for outages / incidents and escalates/engages appropriate Tier II support teams to restore functionality.

Escalates issues impacting Barclaycard US business partners such as file transmission delays or system problems impacting their processing and/or customers.

Handles problem recognition, research, isolation, communication, resolution and follow-up for routine customer issues, escalating more complex issues to appropriate group.

Logs and tracks calls using the internal ticketing tool, and maintain history records and related documentation.

Resets passwords for user ID's

Qualifications

Exceptional customer service skills as well as excellent verbal and written communication skills

Flexibility, must be able to work all shifts as well as weekends and holidays

Knowledge of Microsoft Office Suite and Windows XP OS

General Understanding of UNIX

Knowledge of CA Unicenter tools preferred

Experience using remote control desktop tools such as SCCM

2 -3 years of Service Desk / Support Center experience

High School degree required; College and A+ Certification preferred

Ability to work with minimal supervision in a fast paced, dynamic environment

Demonstrated ability to display strong sense of urgency

ITIL Awareness

Barclays - 22 months ago - save job - block
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