The Role
Work alongside another Support Analyst to provide support to BNP Paribas Real Estate staff.
Depending on circumstances this may be telephone based or face-to-face; working within agreed service level agreements to provide excellent levels of support to the business, either by resolving the issue yourself, or by escalating the call to the senior analysts.
In addition to day-to-day support, there may be exposure to on-going projects. These could be changes to IT systems, processes, applications or hardware replacements, as defined in the company’s on-going hardware replacement programme.
Responsibilities
• Deliver the highest quality support to all staff located throughout the UK. This requires clear, concise communication skills and an ability to deal with users of varying seniority and technical ability.
• Determine the exact nature of a fault/issue raised and, through careful questioning, determine potential points of failure and investigate in detail.
• Ensure that logged calls logged within the Help Desk system and they are accurately prioritised according to the type of call (incident/request) and call type.
• Ensure that tasks are completed in a timely fashion managing the expectations of our users.
• Reach a level of understanding of all applications and issues that may be presented; on out hardware software or internally developed bespoke applications
• proactive in building relationships with internal clients and responsive and helpful to external clients.
• Functional or specialist competence with relevant understanding of business/ departmental context;
• Completes own work under minimal supervision/guidance;
• Can deal with novel or difficult situations within context of own function or specialism.
Person specification
Qualifications
• Formal IT qualification (A Level, HND/HNC/BTEC or degree)
Experience & Competencies
• Proven experience of working in an IT Support role
• Ability to prioritise and manage own workload in difficult and pressured situations
• Ability to adjust to meet the expectations of a wide range of users.
• Ability to work alone or as part of a team
• Understanding of Microsoft Office suite (2003 and 2010)
• Understanding of Windows OS (XP and Windows 7)
• Excellent telephone manner and communication skills.
• Exposure to Microsoft Active Directory
• Some knowledge of Citrix desirable
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.
