Information Technology department has mission to deliver a range of IT Systems
(PC’s & Servers, Network, Storage, Internet, Mobile devices, Telephony,
Applications) to BNP Paribas users. We do so keeping in mind Customer Service
attributes whilst operating under in an environment of controlled risks and costs.
The role of the Help Desk is to provide timely
and cost effective technology support to the organisation in partnership with
the business lines to maximise profit.
The Help Desk is the first point of call for
all technology-related problems within BNP Paribas Australia. The Help Desk Analysts are responsible for
taking all requests for help submitted by phone or electronic means, resolving
70% of calls on the first point of contact and assigning those calls that
cannot be resolved to the appropriate support team. This will be achieved by logging all calls in
our ticketing system, assigning, and tracking the call through to completion.
· All internal
customers including senior managers and ancillary staff.
· Dealing staff,
brokers and back office support.
administration and support teams, development teams
· Hardware, software
and consumable vendors.
consultants, project managers and architects.
· Answer all requests
for help in a timely and attentive manner
· Log all calls in
the Help Desk application and track those calls not resolved on first contact,
desktop and network related issues.
· Provide general
hardware support for smartphones, desktops, laptops, printers etc.
· Escalate issues to
higher levels of support including global teams and/or vendors as required.
· Provide feedback
with regards to recurring issues and service improvements, update team
documentation to improve efficiency.
· Bring direct
contribution to BNP Paribas operational permanent control framework.
operational failure, including but not exclusively the risk of fraud by helping
to devise and by implementing sufficient regular controls.
Ensure appropriate escalation to management and/or
permanent control (or compliance as appropriate) as soon as an issue is identified.
Comply with internal and external regulatory and
Comply with the BNP Paribas standards of
Code of Conduct.
· Comply with the BNP Paribas IT Security
Time Spent on Major Activity Areas
Taking requests for help and
Training (both in house and external)
Other ad hoc requests
Measures of Success for the Position
Major Activity or
Measure of success
No more than 2%
Less than 2
complaints/month from customers
Account Administration and requisition orders
Completing daily reports
Completed before 10am daily
Achieving requisite skills matrix goals
It would be expected that the candidate have
some experience with Windows/Lotus Notes/Outlook account administration
experience. More in depth training will
be provided as required.
Ability to maintain
a calm and friendly manner when dealing with difficult clients.
Ability to deal
with several tasks simultaneously
communication skills and ability to work in a team environment
Microsoft Office ,
Windows OS, Active Directory, SCCM
administration including smartphone support
including desktops, laptops, printers, scanners
Cisco phone support