The Role
As an IT Support Analyst, you will work alongside another Support Analyst to provide exceptional support to BNP Paribas Real Estate staff. Depending on the circumstances, this support may be telephone-based or face-to-face. You will work within agreed service level agreements to deliver excellent support, either by resolving issues yourself or escalating them to senior analysts. Additionally, you may be involved in ongoing projects, including changes to IT systems, processes, applications, or hardware replacements as defined in the company's ongoing hardware replacement program.
Responsibilities
• Deliver the highest quality support to all staff across the UK, requiring clear and concise communication skills and the ability to interact with users of varying seniority and technical ability.
• Determine the exact nature of faults/issues raised and, through careful questioning, identify potential points of failure and investigate in detail.
• Ensure that calls logged within the Service Desk are accurately categorised and prioritised according to impact and urgency. Incident and request then need to be tackled based on priority.
• Complete tasks with agreed service levels, managing the expectations of our users.
• Develop a thorough understanding of all applications and issues that may be presented, including hardware, software, and internally developed bespoke applications.
• Be responsible for all workstation allocation, configuration and repair.
• Ensure new joiners have ready to go workstations, fully configured, tested and delivered to site before joining date.
• Proactively build relationships with internal clients and be responsive and helpful to external clients.
• Demonstrate functional or specialist competence with a relevant understanding of the business/departmental context.
• Complete work under minimal supervision/guidance and handle novel or difficult situations within the context of your function or specialism.
Person Specification
Qualifications
• Formal IT qualification (HND/HNC/BTEC, A+ or degree).
Experience & Competencies
• Proven experience in an IT Support role.
• Excellent troubleshooting skills.
• Commitment to delivery the highest level of customer focused service
• Ability to prioritize and manage your workload in difficult and pressured situations.
• Adaptability to meet the expectations of a wide range of users.
• Ability to work independently or as part of a team.
• Good understanding of Microsoft Office 365 application suite.
• Good understanding of Windows 10/11.
• Excellent verbal and written skills.
• Exposure to Microsoft Active Directory administration.
• Some knowledge of Citrix is desirable.
• A can-do attitude.
We are proud to offer award-winning benefits to support and reward our employees:
• Health & Leisure: Private medical cover, 25 days annual leave + public holidays (the option of purchasing up to 5 additional days via flex benefits), health screening, gym discounts, wellbeing support, volunteering opportunities, cycle to work scheme, eye care voucher, travel & retail discounts, travel insurance, concierge service, kids pass, open fairways golf card, great company culture and social events (including sports teams, charity events, art pass), perks at work
• Financial: Pension, life assurance at 8 x basic salary, group income protection (long term disability insurance), interest free season ticket loan, bonus scheme - you will be eligible to participate in the Company’s Bonus Scheme, share incentive plan, financial and mortgage advice
BNP Paribas Real Estate is committed to providing a work environment that fosters diversity, inclusion, and equal employment opportunity without regard to race, colour, gender, age, creed, sex, religion, national origin, disability (physical or mental), marital status, ancestry, sexual orientation, gender identity and gender expression, or any other legally protected status.
