IT Service Support Analyst

**GROUP BNP PARIBAS**

BNP Paribas Group is the top bank in the European Union and a major international banking establishment. It has close to 185,000 employees in 65 countries. In Spain we are more than 5,100 employees within 13 business lines.

**SPAIN IT PRODUCTION**:
Spain IT Production organization consists of CIB ITO & ITG IT Platforms and is responsible for providing IT Production services to our Clients in EMEA, ensuring a Digital Market evolution, in a secured and performant environment, and with a reliable quality.

IT Production organisation includes Infrastructure Services, Telecom & Workspace, Production Security and Application Production domains and associated transversal services (CTO Office, Control Tower, PMO and IT Continuity).

In Spain, IT Production relies on a Platform with over 400 experts that provide full-stack support services ensuring a secure, stable, standardized, and efficient production.

**ABOUT THE JOB**:
CONTEXT AND ROLE SUMMARY

The Telecom & Workspace Domain is part of the Corporate and Institutional Banking Information Technology & Operations (CIB ITO) of BNP Paribas. Within this domain, the Service Desk is responsible for delivering best class end user support of Company employees. Constantly adapting and evolving to be on the edge of the industry leading practices and technologies.

The Second Service Support Analyst (3SA) receives incidents from first service support function in case of undocumented and complex incident, and have the responsibility to:

- Restore degraded services.
- Create the knowledge on undocumented incident through Service Document or Troubleshooting guide/article.
- Technically assess recurrent incident and create associated potential problems.

POSITION, ACTIVITIES AND KEY RESPONSIBILITIES

Related with the incident lifecycle, the Second Service Support Analyst focuses on investigating incident not documented. His objectives are, to found as quick as possible a satisfying solution for the user and, at the same time, to structure the knowledge on any services consumed by users for the first level of support to be autonomous for next cases.

The Second Service Support role receives identified uses cases from Incident Coordinator to initiate study on potential recurrent issues and if needed create the problem ticket. Willing and committed to foster excellence in service and help enhancing the user experience.

Key Accountabilities
- Improve First Contact Resolution and then Customer experience by supporting and assisting First Service Support.
- Do a correct logging of cases in a manner of synthetic yet useful information for further analysis and forensic reviews.
- Contribute highly to structuring knowledge on “end user” services through Service document, troubleshooting guide/articles.
- Identify short term solution for the user and launch long term analyze through problem analysis to remove root cause.
- Own the incident within the area of responsibility, being the accountable for it.
- Gain, maintain, and enhance user engagements and satisfaction with the service support.
- Activities
- Follows practices and policies, and ensures end users are in line with those.
- Handles end user experience and manages the information flows according to policies.
- Provides information and update of status on current cases to inquiries.
- Coordinates the resolutions of live incidents with other support areas and levels if needed.
- Creates the knowledge for First Service Support.
- Creates problem when needed after performing the technical study on impacted services identified by Incident Coordinator.
- Checks customer case for correct qualification and logging through all established channels.
- Advises on best practice for first service support and ensure compliance with the company’s policies.
- Troubleshoots incidents at second support level - Diagnosing and resolving complex technical issues.
- Colaborates with Incident Coordination to help on ensuring service availability and service improvement.
- Manages timely communications for the open incidents.
- Maintains constant information about the status of incident in scope.
- Corporate Accountability
- Leading by example as a role model for Company’s values and professional standards.
- Driving the delivery of business and corporate plans for your own areas of responsibility.
- Driving continuous improvement within your own areas of responsibility.
- Taking a proactive approach to risk management, ensuring risks and issues are identified, addressed, and reported and, where appropriate, escalated.
- Being fully aware of and actively complying with Company and Domain policies and procedures relevant to your own responsibilities and to corporate policies and procedures including equality, sustainability and the environment, health and safety and data protection.
- Performing any other reasonable duties as directed by line management.

PROFESSIONAL SKILLS, ABILITIES AND EXPERIENCE
- 5 to 10 years’ experi