Platform Support Analyst
Glasgow, United Kingdom
3d ago

Platform Support Analyst


As a Barclays Platform Support Analyst you will be a key member of the Customer Contact team, you will be joining a dynamic group that look after the end to end delivery of technology across the entire Barclays Contact Centre estate.

We architect, build, develop and release software and infrastructure for core voice platforms to give our customers and agents a consistent cross channel experience.

Barclays is one of the world's largest and most respected financial institutions, with 329 years of success, quality and innovation behind us.

We offer careers that provide endless opportunity helping millions of individuals and businesses thrive, and creating financial and digital solutions that the world now takes for granted.

What you’ll be doing?

  • You will be responsible for monitoring & analyzing the Biometric platform performance to truly understand performance
  • You will carry out detailed analysis of large data sets, some of which will be available and other data the role holder will need to generate themselves
  • Making decisions on Voice Biometric anomalies and resolve them by drawing on their technical & operational knowledge, skills and experience
  • Analysing & interpreting Management Information & / or complex data sets to produce reports, monitor performance & / or identify issues
  • Remediating issues with minimal client impact
  • What we’re looking for :

  • Excellent MS Office skills - Particularly MS Excel and Powerpoint
  • Excellent communicator with the ability to communicate effectively to all levels
  • A proven ability to work across multiple applications / systems and to manage own load work and use own initiative
  • Experience of working in a large scale contact centre, specialist technical & / or operational support team within a customer facing environment
  • Skills that will help you in the role :

  • Experience of data mining & analysis. Ability to define own query logic and use tools to source required data
  • Knowledge of Barclays’ Voice Biometric usage and the important role it plays in improving the client experience whilst mitigating against fraud
  • Experience of problem management. Identifying issues and working with others to resolve
  • Where will you be working?

    We’ll soon be opening our new state-of-the-art campus, right in the heart of Glasgow. It will be a hub of creative collaboration.

    A place where everyone can bring their true selves to work and reach their full potential. Home to 5,000 of our colleagues, our Tradeston campus will support the community in more ways than one - by creating thousands of new career opportunities and celebrating local artists.

    A short walk from Central Station on the south of the Clyde, it will be a key location for the Barclays business that will deepen our ties with the city and its communities.

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