Acting as a single point of contact for phone calls and emails from staff regarding IT issues and queries, the IT Service Desk Analyst will provide first and second line technical support to internal staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.
KEY RESPONSIBILITIES
1. Provide a first rate customer service through the Service Desk
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
To maintain a high degree of customer service for all support queries and adhere to all service management principles
Record and track all problems/requests reported to the BNP Paribas Personal Finance Service Desk
Resolve issues/requests where possible (1st and 2nd level support) – e.g. password resets, simple problem determination, mail releases from Mail sweeper, printing issues, file copies, assistance with using Microsoft Office, WinZip etc
Set up new starters with required access and remove access for leavers in line with authorised IT Request Forms. This will effectively control access to data via access to systems
Raise MIN (Major Incident Notification) alerts and provide regular updates until closed off
Liaise and engage with 3rd Party Service Desks where appropriate, track status of all problems/requests passed onto third parties. Chase in timely fashion and keep all parties informed of progress
Assign internal issues to appropriate teams, track progress, pursuing and escalating as necessary, and keeping all parties informed
Maintain and create IT Service Desk documentation.
2. Provide technical expertise
Provide 1st level technical support, expanding into second level support as expertise grows, around Windows based systems, Microsoft Office, Outlook. Also telephony, and other applications.
Become familiar with and support new technologies and software as and when they are introduced to the company.
3. Support the Security Officer in providing a secure environment
Manage the audit trail of system access both within BNP Paribas Personal Finance and on third party systems (e.g. CACS, EU1, Apply)
Maintain audit tail of change controls, leavers/starter documentation/data extraction requests etc.
4. Shift Rota
Working on a rotation basis covering the following hours:
o Mon – Fri 07.20 to 21.10 (spilt shifts 07.20 – 15.30 and 13.00 to 21.10)
o Sat 08.20 to 19.40 (Split shift 08.20 to 16.30 and 11.30 19.40)
o Sun 08.20 to 18.30 (Split shifts 08.20 to 16.30 and 10.20 to 18.30)
Please note these hours are flexible dependant on future business requirements.
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