The bank for a changing world

We are looking for

Help Desk Analyst (permanent)

Apply REF: ITO001086

Department

The 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.

Purpose of Position

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.

Liaises with

Internal:

·      All internal customers including senior managers and ancillary staff.

·      Dealing staff, brokers and back office support.

·      Network/Notes/UNIX administration and support teams, development teams

External:

·      Hardware, software and consumable vendors.

·      Technical consultants, project managers and architects.

·      Cabling contractors

Key Responsibilities

·     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, to completion.

·     Troubleshoot 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.

·     Minimize 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 compliance requirements.

·        Comply with the BNP Paribas standards of Code of Conduct.

·     Comply with the BNP Paribas IT Security policies.

Average % Time Spent on Major Activity Areas

Taking requests for help and resolving/escalating

60%

Performing OS/Emails/Accounts/etc Administrative tasks

20%

Training (both in house and external)

10%

Other ad hoc requests

10%

Total

100%

Key Measures of Success for the Position

Major Activity or Task

Measure of success

Error rates

No more than 2% error rate

Customer service

Less than 2 complaints/month from customers

Account Administration and requisition orders

Completed weekly

Completing daily reports

Completed before 10am daily

Achieving requisite skills matrix goals (Training req)

Quarterly


Qualification / Experience

Training

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.

Education

Required:
  • Sound experience in a Help Desk/Customer service environment.

Desirable:
  • Higher School Certificate or Equivalent

  • Tertiary studies in the Banking / Finance Industry

Personal Attributes
  • Ability to maintain a calm and friendly manner when dealing with difficult clients.

  • Ability to deal with several tasks simultaneously

  • Ability to prioritise tasks

  • Strong communication skills and ability to work in a team environment

Technical skill

Required:

  • Microsoft Office , Windows OS, Active Directory, SCCM

  • Lotus Notes/Outlook administration including smartphone support

  • General hardware including desktops, laptops, printers, scanners

  • Service-Now (desirable)

  • Cisco phone support (desirable)


Primary Location: AU-NSW-SydneyJob Type: Standard / PermanentJob: INFORMATION TECHNOLOGYEducation Level: Bachelor Degree or equivalent (>= 3 years)Experience Level: At least 3 years Behavioural competency: Ability to collaborate / Teamwork, Attention to detail / rigor, Organizational skills, Ability to deliver / Results driven, Proactivity, Client focused, Ability to share / pass on knowledge, Critical thinking, Creativity & Innovation / Problem solving, Communication skills - oral & writtenTransversal competency: Analytical Ability, Ability to understand, explain and support change