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Allgemeine Informationen

Stelle#
100718
Land
Philippinen
Region
National Capital Region
Stadt
Taguig
Vertragsart
Unbefristet
Berufliche Branche
F06 - INFORMATION TECHNOLOGY

Beschreibung

About BNP Paribas Group:

BNP Paribas Group is a leading European bank with a strong global footprint across 72 markets and more than 202,000 employees. The Group provides corporates, institutional and private investors with product and service solutions tailored to their specific needs. It offers a wide range of financial services covering corporate & institutional banking, wealth management, asset management, insurance, as well as retail banking and consumer financing through strategic partnerships.

 

About BNP Paribas Solutions Philippines Branch:

Established in 2024, BNP Paribas Solutions Philippines Branch is a branch of BNP Paribas Group, a leading bank in Europe with an international reach. We provide support services, back-office operations services related to or which further the accomplishment of the corporation’s investment services, banking transaction processing, and equity investment.

 

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:

Corporate and Institutional Banking has an active IT ecosystem with its own IT backbone that involves a large workforce of IT employees working for DEV, Testing and Support projects. CIB ITO Production ensures the provision of industrialized and digital production services. The objective is to offer innovative products and services to its customers in a performing, globally secured environment to speed up delivery and time to market. We manage operational risk by running stable and robust IT production platforms. CIB ITO production hosts critical service delivery comprising of Global Markets, Global Banking, Client & Employee, ALM&T, Regulatory & Control IT and BP2S.

 

Position Purpose

This position will provide IT workspace support for non-trading (Windows OS) staff. Provide break/fix and tasked services, assisting the business with any IT related questions and issues. Collaborate effectively with regional Digital Working teams. Partner with local management to achieve business goals and guarantee customer satisfaction.


Responsibilities

Direct Responsibilities

  • Support for hardware and software at Levels 1 and 2.
  • Support for operating systems on Windows platforms, specifically Windows 11.
  • Offer support for the implementation of security updates.
  • Provide the support for AD & assist with user account management including password resets and access permissions.
  • Offer technical assistance for desktops, laptops, tablets, peripherals, and mobile devices.
  • Provide assistance for essential or standard software applications.
  • Support for O365- user and mail profiles, shared mailboxes, distribution lists.
  • Project activities within the scope of Jeepney Client Services.
  • Maintain computer peripheral devices like printers and resolve associated problems.   
  • Comply with the hardware and software guidelines and ensure actions align with BNPP Policy.
  • Perform workstation builds, application installation and reinstallation.
  • Relocations – assessments, temporary relocations, support following relocations, and project-specific relocations.
  • Carry out all reporting tasks, maintain work logs, and initiate escalation procedures as necessary to ensure efficient incident management.  
  • Offer assistance for iPhone devices and various mobility services, including wireless options. Serve as a proficient and supportive escalation point.
  • Utilize the ITSM Service Now platform for managing all incidents, user requests, and changes. It is essential to ensure that service level agreements (SLAs) are upheld and that all administrative activities adhere to the established conduct and governance standards.
  • Oversee and actively address end-user incidents, tasks, shared mailboxes, and telephone inquiries. Utilize IT Service Management (ITSM) to handle calls and workflows, ensuring that all updates are recorded precisely and within Service Level Agreements (SLAs). It is essential to provide detailed updates for the benefit of subsequent resolver teams.
  • 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.
  • To monitor the technical room and Maintain the Network Peripherals and Servers to perform the Daily Health Checks.
  • To Monitor the VC Devices and Perform the Health Checks on Daily Basis.

 

Contributing Responsibilities

VDI Management – specialist in the technology and toolsets related to the virtual desktop environment.

  • Assist, troubleshoot and support VDI in the office and WFH.
  • Troubleshooting and experience with infrastructure issues in a VDI environment.
  • Support new VDI technology to connect to new infrastructure.

 

Build Management – be an expert in the workstation Build technologies used within BNPP.

  • Review and introduce new Build technologies.
  • Troubleshoot build issues with new solutions.
  • Setup new USB builds to simplify build solutions.
  • Create and maintain documentation to assist and support the team with awareness on new technologies, build issues and remediation steps.

 

Asset Management -be an expert in the IT asset Management.

  • Track all IT assets throughout its lifecycle.
  • Adhere to IT asset management policy with no deviations.
  • Maintain Asset Records pertaining to Installations, Movements etc.
  • Maintain adequate stock at location.
  • Track accurate user information of the asset.
  • IT store management.
  • Identify IT assets for disposal. 
  • Active participation in IT asset reconciliation initiated by IT Asset manager on time to time.


Technical & Behavioral Competencies

  • Must have at least 3 years of experience on workplace support – Software and Hardware Levels 1 and 2 and experience of support for mobile devices iPhones and laptops.
  • Proficient and seasoned in Support for O365-user and mail profiles, shared mailboxes, distribution lists.
  • Extensive understanding of Windows operating systems and security updates.
  • Experience in managing users and groups within Microsoft Active Directory.
  • Proficient in utilizing remote support tools such as Remote Desktop and Goverlan.
  • Strong experience in VDI technology and products.
  • Awareness of Microsoft OS build methodologies and toolsets.
  • Reporting and minute writing to a high standard.
  • Knowledge and understanding of Service Management best practices as per ITIL standards.

 

Other/Specific Qualifications (if required)

  • At least bachelor’s degree holder or alternative work experience on the field required,
  • Ideally with 3-5 years of experience as L1-2 Service Desk Engineering with focus on hardware and software
  • Background in the Banking or Financial Industry is a big plus
  • Display flexibility, adaptability, and open-mindedness in response to frequent and/or significant changes to support needs, working closely with the regional support teams.
  • Capable of managing a fast-paced production setting while simultaneously executing aspects of project work.  
  • Strong interpersonal skills, verbal, and written communication skills. Ability to interact effectively with customers, vendors, peers, and management via multiple communication channels.
  • A good customer services competencies & Strong problem-solving skills and decision-making ability, effective communicate skills – written & verbal.
  • Strong problem-solving skills and decision-making ability.