SEEKING AN IT SERVICE DESK ANALYST

OUR GLOBAL OPPORTUNITIES
YOUR PERSONAL JOURNEY

What gets you out of bed in the morning? For us, it's driving positive change and we're looking for like-minded people with energy and a can do attitude to join our winning team.

Are you looking for that next step in your career journey and like the sound of working in a dynamic and exciting IT team that's part of a growing consumer finance business and global bank? Like what you hear? Then read on…

The role

We want to welcome an experienced Service Desk Analyst to join our high performing team. Acting as a single point of contact for phone calls and emails from clients and internal colleagues regarding IT issues and queries, you will provide first and second line technical support to internal staff. Your role will include working with applications/systems to undertake analysis, diagnosis and resolution of problems, which may range from straightforward to more complicated technical issues. There are also a range of administration duties within this role.

Your Key Responsibilities will include:

- Provide a first rate customer service through the IT Service desk via phone and email; championing the service offered through user engagement, excellent customer service and close management of incidents and requests
- Taking ownership of user problems
- Assign internal issues to appropriate teams, track progress, pursuing and escalating as necessary, and keeping all parties informed
- Liaise and engage with 3rd party Service Desks where appropriate
- Provide technical expertise across Microsoft OS, bespoke in-house client facing solutions and telephony assets
- Support the Security Officer in providing a secure environment- managing the audit trail of system access, change controls, documentation etc.

We operate a shift rotation within the team, which means you'll work on split shifts as follows:

Mon - Fri 07.20 to 21.10 (Split shifts 07.20 - 15.30 and 13.00 - 21.10)
Sat 08.20 to 19.00 (Split shifts 08.20 - 16.30 and 11.30 - 19.00)
Sun 08.20 to 18.00 (Split shifts 08.20 - 16.30 and 10.20 - 18.00)

We are currently working remotely; and in future will be moving to a hybrid model which will include both remote working and working from the office.

Could this be you?

We believe it's a positive attitude and passion to make things happen that matters most. Here's what else we're looking for:

- Experience as a Service Desk Technician or Analyst supporting customers in a 1st and 2nd line capacity
- Excellent Customer Service- fantastic communication skills and telephone manner
- Incident Management experience- including business expectations and communication
- Experience using/Supporting ITSM 'Remedy' Toolset

It would also be advantageous if your experience includes:
- ITIL V3. Foundation Certificate in IT Service Management
- Experience supporting bespoke applications, i.e. Tallyman
- A Microsoft Desktop Support Qualification
- Basic network skills, Supporting remote access solutions and Managing encrypted devices
- Experience in installing, supporting and administering MS Office products and server/desktop operating systems
- Experience of Project support, i.e. Audits

Our culture

We understand that next step in your career journey is an important one. We also know it's all about the people as they are the ones that make our business the success it is. That's why we provide colleagues with opportunities to make great things happen in an open and exclusive environment.

Our culture is innovative, collaborative and fun; we challenge everyone to make a difference for colleagues, customers, partners and our community.

Being part of the BNP Paribas global banking group means you're part of something big; with plenty of opportunities to take on additional responsibilities and make a real difference.

We offer

As you'd expect from being a global banking group, we can give you an award winning benefits package that gives you flexibility to choose your benefits based on what's important to you. We also offer flexible working patterns, a competitive salary, a contributory pension scheme, plus life insurance and private medical insurance, not to mention the all-important 25 days holiday each year to enjoy.

Is there a fit?

If you're interested in joining our dynamic and growing team, then we'd love to hear from you.

BNP Paribas promotes equality of opportunity and is committed to ensuring that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity, race, religion or belief, sex or sexual orientation.