Sr. Support Analyst

About BNP Paribas Group:

BNP Paribas is a top-ranking bank in Europe with an international profile. It operates in 71 countries and has almost 199 000 employees. The Group ranks highly in its three core areas of activity: Domestic Markets and International Financial Services (whose retail banking networks and financial services are grouped together under Retail Banking & Services) and Corporate & Institutional Banking, centred on corporate and institutional clients. The Group helps all of its clients (retail, associations, businesses, SMEs, large corporate and institutional) to implement their projects by providing them with services in financing, investment, savings and protection. In its Corporate & Institutional Banking and International Financial Services activities, BNP Paribas enjoys leading positions in Europe, a strong presence in the Americas and has a solid and fast-growing network in the Asia/Pacific region.

About BNP Paribas India Solutions:

Established in 2005, BNP Paribas India Solutions is a wholly owned subsidiary of BNP Paribas SA, a leading bank in Europe with an international reach. With delivery centers located in MUMBAI, we are a 24×7 global delivery center. India Solutions services three business lines: Corporate and Institutional Banking, Investment Solutions and Retail Banking for BNP Paribas across the Group. Driving innovation and growth, we are harnessing the potential of over 6000 employees, to provide support and develop best-in-class solutions.

About Businessline/Function:

CIB IT Production is Application & Production Support (APS) department, which is created within the IT Organization in BNPP ISPL.

CIB IT Production’s mandate is to manage daily APS requests with a proximity support for specific processes needing high expertise.

ITIP is one of core department function in CIB IT Production where it specializes in IT Infrastructure support for all end users in BNPP.

Job Title:

Assistant Manager

Date:

Department:

CIB IT Production

Location:

Mumbai

Business Line / Function:

ITIP

Reports to:

(Direct)

Grade:

(if applicable)

(Functional)

NA

Number of Direct Reports:

1

Directorship / Registration:

NA

Position Purpose

·       The position purpose of an IT Service Desk Manager is to lead and manage the technical support team responsible for providing efficient and effective IT assistance to users within the organization. They ensure that all IT issues and requests are addressed promptly and accurately, maintain high levels of customer satisfaction, and contribute to the overall improvement of IT services and user experiences. The IT Service Desk Manager also collaborates with other IT teams to optimize processes, track performance metrics, and implement strategies for continuous service enhancement.

Responsibilities

Direct Responsibilities

An IT Service Desk Manager is responsible for overseeing the technical support team that assists users with IT-related issues. They manage staff, prioritize and delegate tasks, ensure timely issue resolution, maintain service level agreements, and continually improve the support process. Additionally, they may collaborate with other IT teams to implement best practices, track metrics, and provide training to team members. Strong communication, problem-solving, and leadership skills are essential for this role.

The position purpose of an IT Service Desk Manager is to lead and manage the technical support team responsible for providing efficient and effective IT assistance to users within the organization. They ensure that all IT issues and requests are addressed promptly and accurately, maintain high levels of customer satisfaction, and contribute to the overall improvement of IT services and user experiences. The IT Service Desk Manager also collaborates with other IT teams to optimize processes, track performance metrics, and implement strategies for continuous service enhancement.

Team Management: Supervising and leading the service desk team, including hiring, training, and performance evaluations.

Issue Resolution: Ensuring timely and effective resolution of IT issues and requests, either directly or by delegating tasks to team members.

Service Level Management: Monitoring and maintaining service level agreements (SLAs) to meet response and resolution time targets.

Customer Interaction: Interacting with users to address their IT-related concerns, ensuring a high level of customer satisfaction.

Process Improvement: Continuously reviewing and improving service desk processes to enhance efficiency and effectiveness.

Metrics Tracking: Monitoring and analyzing key performance indicators (KPIs) such as ticket volume, response times, and customer feedback.

Collaboration: Coordinating with other IT teams to escalate and resolve complex technical issues and contribute to cross-functional projects.

Documentation: Maintaining accurate records of incidents, requests, and resolutions for future reference and analysis.

Training: Providing training to team members on IT tools, processes, and customer service skills.

Quality Assurance: Implementing quality control measures to ensure consistent and accurate support delivery.

Vendor Management: Collaborating with external vendors for hardware and software support as needed.

Budget Management: Monitoring and managing the budget related to the service desk function.

Communication: Keeping stakeholders informed about service desk activities, issues, and improvements.

Security: Ensuring compliance with IT security policies and protocols when handling sensitive information.

Emergency Response: Being available for critical incidents and emergencies that require immediate attention.

Technical & Behavioral Competencies

Technical Proficiency: In-depth knowledge of IT systems, software, hardware, and networks to understand and assist with a wide range of technical issues.

Ticketing Systems: Proficiency in using IT service management tools for tracking and managing incidents and requests.

Problem Solving: Strong analytical skills to diagnose and resolve complex technical issues efficiently.

Knowledge Base Management: Ability to create, update, and maintain a comprehensive knowledge base for common issues and solutions.

ITIL Framework: Familiarity with ITIL (Information Technology Infrastructure Library) principles and best practices for service delivery and support.

Remote Support Tools: Experience with remote desktop tools for assisting users with issues remotely.

Software Troubleshooting: Ability to troubleshoot software-related problems, including installations, configurations, and compatibility issues.

Hardware Troubleshooting: Skills in diagnosing and resolving hardware-related problems, including peripherals and devices.

Operating Systems: Proficiency in various operating systems (Windows, macOS, Linux) to provide support across different platforms.

Behavioral Competencies:

Communication: Excellent communication skills to interact with users and stakeholders effectively, both in writing and verbally.

Customer Focus: Strong dedication to providing exceptional customer service and resolving user issues promptly.

Leadership: Ability to lead and motivate the service desk team, fostering a positive and collaborative work environment.

Problem-Solving Attitude: Willingness to approach challenges with creativity and persistence, finding innovative solutions.

Adaptability: Flexibility to adapt to changing technologies and user needs in a dynamic IT environment.

Time Management: Efficiently manage time and prioritize tasks to meet service level agreements and deadlines.

Conflict Resolution: Skill in handling conflicts and challenging situations, maintaining professionalism and diplomacy.

Team Collaboration: Ability to work collaboratively with other IT teams, departments, and external vendors.

Continuous Improvement: Commitment to seeking out opportunities to enhance processes, services, and customer experiences.

Attention to Detail: Thoroughness in documenting incidents, resolutions, and following best practices.

Stress Management: Capacity to handle high-pressure situations and remain composed during critical incidents.

Specific Qualifications (if required)

Any Graduate

Skills Referential

Behavioural Skills:

Ability to collaborate / Teamwork

Decision Making

Creativity & Innovation / Problem solving

Adaptability

Transversal Skills: (Please select up to 5 skills)

Ability to understand, explain and support change

Analytical Ability

Ability to inspire others & generate people’s commitment

Ability to develop others & improve their skills

Ability to manage / facilitate a meeting, seminar, committee, training…

Education Level:

Bachelor Degree or equivalent

Experience Level

At least 5 years

Other/Specific Qualifications (if required)

NA