IT Support Coordinator

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 500 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 IT proximity support is responsible for delivering best class end user onsite support of Company employees. Constantly adapting and evolving to be on the edge of the industry leading practices and technologies.

The IT Support Coordinator is responsible of coordinating the team effort to ensure that all end users have the appropriate IT tools to do their job providing them a first level of onsite IT support. She/He provides timely information to end users, assets and restore degraded services. Having the activities supervised by the IT Support Team Lead, she/he will focus on end users' satisfaction and service excellence to bring the highest quality of support to the Company.

Key Responsibilities
Coordination responsibilities:

• Coordinate team activities.
• Ensure all procedures are being applied by the technicians.
• Coordinate calendar shifts and roles in the location assigned.
• Provide technical support to the team.
• Escalation and conflict handling.

Technical Responsibilities

• Check and analyse the incidents, contact the end users, and provide a first level of support.
• Manage requests.
• Maintain the stockroom clean and organized as well as check the asset levels.
• Provide all new joiners all the proper tools and assets to start their work.
• Build up laptops and workstations.
• Update the asset levels.
• VIP Support: prioritize the resolution of any incident raised by the VIP users.
• Manage mobile phones, install corporate access and applications, guide the users on the first login and troubleshoot incidents.

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.

Essential
PROFESSIONAL SKILLS, ABILITIES AND EXPERIENCE

• Advance knowledge in Windows 11 and Office 365.
• Strong experience in troubleshooting hardware and software problems.
• Basic knowledge in the following technologies: LAN, Wireless, Telephony, Cisco, Skype, VPN, Citrix.
• Laptop and Desktop build, imaging, and initial configuration.
• Advanced knowledge in troubleshooting tools, as remote-control tools for example.
• Mobiles management, initial configuration, email account configuration, troubleshooting. Preferable iPhone.
• Experience dealing with VIP profiles and with high priority user incidents.
• Medium/advanced knowledge with system ticketing tools. Preferable Service Now.

Desirable

• Strong verbal and written communication skills in English

Soft And Interpersonal Skills

• Eager to learn.
• Analytical mind-set.
• Ability to work well under pressure.
• Strong teamwork skills and mindset.
• Good interpersonal and communication skills.
• Good ability to deal with the end users and VIPs.

Languages
LANGUAGES AND QUALIFICATIONS

• High English spoken and written (B2 level minimum).
• French spoken and written will be valued.

Qualifications

• Bachelor's degree in computer science or equivalent.
• Senior technician in computer systems management.

Others

• On Site Services: 8:00 to 18:00

Benefits

• Training programs, career plans and internal mobility opportunities, national and international thanks to our presence in different countries.
• Diversity and Inclusion Committee that ensures an inclusive work environment. In recent years, several employee communities have been created to organize diversity and inclusion awareness actions (PRIDE, We Generations and MixCity).
• Corporate volunteering program (1 Million Hours 2 Help) in which employees can dedicate time out of their working hours to volunteer activities.
• Flexible compensation plan.
• Hybrid telecommuting model (50%).
• 32 vacation days.

Diversity and inclusion commitment

BNP Paribas Group in Spain is an equal opportunity employer and proud to provide equal employment opportunity to all job seekers. We are actively committed to ensuring that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity/paternity, race, religion or belief, sex or sexual orientation. Equity and diversity are at the core of our recruitment policy because we believe that they foster creativity and efficiency, which in turn increase performance and productivity. We strive to reflect the society we live in, while keeping with the image of our clients.