IT Service Delivery

About BNP Paribas India Solutions:
Established in 2005, BNP Paribas India Solutions is a wholly owned subsidiary of BNP Paribas SA, European Union’s leading bank with an international reach. With delivery centers located in Bengaluru, Chennai and Mumbai, we are a 24x7 global delivery center. India Solutions services three business lines: Corporate and Institutional Banking, Investment Solutions and Retail Banking for BNP Paribas across the Group. Driving innovation and growth, we are harnessing the potential of over 10000 employees, to provide support and develop best-in-class solutions.

About BNP Paribas Group:
BNP Paribas is the European Union’s leading bank and key player in international banking. It operates in 65 countries and has nearly 185,000 employees, including more than 145,000 in Europe. The Group has key positions in its three main fields of activity: Commercial, Personal Banking & Services for the Group’s commercial & personal banking and several specialised businesses including BNP Paribas Personal Finance and Arval; Investment & Protection Services for savings, investment, and protection solutions; and Corporate & Institutional Banking, focused on corporate and institutional clients. Based on its strong diversified and integrated model, the Group helps all its clients (individuals, community associations, entrepreneurs, SMEs, corporates and institutional clients) to realize their projects through solutions spanning financing, investment, savings and protection insurance. In Europe, BNP Paribas has four domestic markets: Belgium, France, Italy, and Luxembourg. The Group is rolling out its integrated commercial & personal banking model across several Mediterranean countries, Turkey, and Eastern Europe. As a key player in international banking, the Group has leading platforms and business lines in Europe, a strong presence in the Americas as well as a solid and fast-growing business in Asia-Pacific. BNP Paribas has implemented a Corporate Social Responsibility approach in all its activities, enabling it to contribute to the construction of a sustainable future, while ensuring the Group's performance and stability

Commitment to Diversity and Inclusion

At BNP Paribas, we passionately embrace diversity and are committed to fostering an inclusive workplace where all employees are valued, respected and can bring their authentic selves to work. We prohibit Discrimination and Harassment of any kind and our policies promote equal employment opportunity for all employees and applicants, irrespective of, but not limited to their gender, gender identity, sex, sexual orientation, ethnicity, race, colour, national origin, age, religion, social status, mental or physical disabilities, veteran status etc. As a global Bank, we truly believe that inclusion and diversity of our teams is key to our success in serving our clients and the communities we operate in.

About Business line/Function:
**DEPARTMENT**: : CIB- India IT Infrastructure & Production

**DOMAIN**: : Customer

Job Title:
Service Desk Analyst

Date:
Department:
ISPL APAC IT SD

**Location**:
Infinity, Mumbai

Business Line / Function:
CIB FUNCTIONS

Reports to:
(Direct)

Grade:
(if applicable)

(Functional)

Number of Direct Reports:
None

Directorship / Registration:
NA

**POSITION PURPOSE**:
The position is for Service Desk Analyst supporting APAC region primarily HK and SG users. The agent is expected to provide support to users facing IT issues.

**Responsibilities**

**DIRECT RESPONSIBILITIES**:

- Act as first point of contact for end users for their IT related issues (Software & Hardware). Responsible for technical assistance and support to end users, troubleshoot and provide resolution to end users for their IT related issues.
- Identifying and diagnosing technical problems and working to resolve them. This involves good probing skills to understand the issue and further resolve the issue if in scope or escalate to concerned support if necessary.
- Logging and documenting the tickets on the ticketing tool which includes categorizing and prioritizing them.
- Communicating with end-users professionally and empathetically keeping them informed about the status of their issues or requests.
- Assist with user account management including password resets and access permissions.
- Responsible to monitor and track the pending tickets (incidents and requests) and following up with users/ responsible support teams ensuring the issue has been resolved to end users’ satisfaction.
- Escalating the complex or critical issue to higher level support teams and drive the issue until resolution.

**CONTRIBUTING RESPONSIBILITIES**:

- Responsible for updating and maintaining knowledge base articles to assist and help both the end users and fellow team members in resolving common issues more efficiently.
- Ensuring a positive customer experience by delivering timely and effective support
- Assisting training and guidance to fellow colleagues to enha