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About the Role

Provide colleague-facing IT support across a modern Mac, Google Workspace and SaaS-based workplace environment. This role involves frontline support, device build and readiness, access and application fulfillment, meeting room/collaboration support, onsite support, and knowledge enablement, with escalation into specialist teams as needed. This is a greenfield opportunity to be involved in the rollout of the Mac estate across the organization and help define support processes for Barclaycard Payments.

Responsibilities

Provide frontline support and useful resources to departments and colleagues across the bank with everyday IT problems, issues and requests.
Deliver high-quality support and problem-solving through various communication channels to resolve technology issues related to products and applications, ensuring stakeholders are updated.
Develop reports and dashboards to visualize and communicate key findings and recommendations for improvement.
Manage user requests including password resets, software installation, access provisioning, and equipment troubleshooting.
Collect and maintain incidents, requests, and resolutions to identify trends, common issues, and track service metrics.
Maintain a knowledge base with documentation of resolved cases for future reference and self-service.
Assess the severity and urgency of reported issues to support prioritization.
Develop and provide user training on applications, systems, and equipment.
Perform prescribed activities in a timely manner and to a high standard, driving continuous improvement.
Lead and supervise a team, guiding professional development, allocating work, and coordinating resources (if applicable).
Develop technical expertise and act as an advisor (if an individual contributor).
Partner with other functions and business areas.
Take responsibility for end results of a team’s operational processing and activities.
Escalate breaches of policies/procedures appropriately.
Take responsibility for embedding new policies/procedures.
Advise and influence decision-making within own area of expertise.
Take ownership for managing risk and strengthening controls.
Deliver work in line with relevant rules, regulations, and codes of conduct.
Maintain and build understanding of how own sub-function integrates with the function and the organization's products, services, and processes.
Demonstrate understanding of how areas coordinate and contribute to objectives.
Make evaluative judgments based on factual analysis, paying attention to detail.
Resolve problems by identifying and selecting solutions using technical experience and guided by precedents.
Guide and persuade team members and communicate complex/sensitive information.
Act as a contact point for stakeholders outside the immediate function and build a network outside the team and organization.
Demonstrate Barclays Values (Respect, Integrity, Service, Excellence, Stewardship) and Mindset (Empower, Challenge, Drive).

Requirements

Experience providing multi-channel L1/L2 IT support across end-user services and business applications.
Incident management and customer service capability in a fast-paced environment.
Ability to follow defined runbooks and escalate effectively within ITSM processes.
Mac Support experience.
Experience supporting digital workplace tooling (Collaboration, EUC services, especially Google Workspace).
Experience of meeting room support and townhall event spaces.
Risk and controls, change and transformation, business acumen, strategic thinking, and digital and technology skills may be assessed.
Job-specific technical skills will be assessed.

Skills

Mac Support
Google Workspace
SaaS
ITSM
JiraSM
ServiceNow
Digital workplace tooling
Collaboration
EUC services
Meeting room support
Townhall event spaces
Risk and controls
Change and transformation
Business acumen
Strategic thinking
Digital and technology

Location

London

Work Type

Office-based
Weekend and evening working may be required on occasion

Experience Level

Requires in-depth technical knowledge and experience in their assigned area of expertise
Experience providing multi-channel L1/L2 IT support

About the Company

Barclays’ payments acceptance business provides critical infrastructure to the UK economy, processing billions of pounds of payments annually for both small businesses and domestic and international corporate clients.
In April 2025, Barclays announced a long-term partnership with Brookfield Asset Management to grow and transform the payments acceptance business by broadening the range of services offered and enhancing the experience for clients.
Barclays will invest approximately £400m in the new business, with performance-linked incentives driving alignment between the partners.
Barclays and Brookfield will work to create a standalone entity over time, continuing to use the Barclaycard Payments (BPL) brand and acting as the sole payments acceptance services provider to Barclays’ clients for a minimum of ten years.