Marek Ciepłowski

Managing Barclays Helpdesk team

-Managing Helpdesk and CET team to achieve all required SLAs, ensure the team meets accuracy targets, drive efficiency improvements
-Acting as a deputy to TL and an escalation point where required
-Communicate and explain any process changes to the team
-Ownership of the Operation Manuals and other process documentation
-Conduct process reviews and make suggestions for improvements, have full knowledge (SME) of the operational process
-Actively participate in various operational calls.
-Ownership for Barclays IT requirements for the Krakow team – testing new software and system upgrades; new software deployment coordination, liaising with stakeholders
-Act as an interface between the internal teams and the client / third party suppliers to resolve outstanding queries
-Take part in interviews with external candidates if required

-managing the Barclays Helpdesk team, coordinating workload, preparing monthly shift pattern
-monitoring open calls, making sure SLAs are met
-monitoring the process; introducing process improvements
-training new staff and Helpdesk ad-hoc supporters
-acting as Subject Matter Expert in all Helpdesk related queries
-remaining in close contact with Coventry based CSMs to ensure effective running of the process

- Interview scheduling (face to face, telephone or video conference) for internal and external candidates from all over the world
- booking flights, accommodation, pre-hire orientation for candidates, interview rooms, preparing necessary documents
- responding to ad-hoc queries by candidates or managers involved in the interview process
- working within agreed SLAs

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