Desktop Support Engineer

• Support of current and metier specific legacy hardware/software environments/bespoke support tasks and resolutions
• Maintaining an excellent incident and request service resolution for all supported metiers in scope
• Provide hardware device deployment & support for desktops, laptops, thin client, tablets, telecoms and mobile devices
• Apply a corporate O/S to all supported devices, fully understand the technology and infrastructure - Windows & IOS platforms
• Support core build software for lifecycle of current/bespoke/new introductory apps
• Perform application troubleshooting, installation & reinstallation
• Use ITSM Service Now tooling for all Incidents, User requests and Changes, ensuring SLAs are not breached and all administration tasks are within the accepted service guidelines
• Moves – surveys, ad-hoc moves, post moves support and project related moves, required as on demand
• MFD support – “On Call” or other printing methodology
• Corporate Networking & WiFi – Patching, troubleshooting and root cause analysis
• Understanding and familiarisation of the different BCM related support requirements for all UK metiers
• Provide support for mobility services, and act as an effective and helpful point of escalation
• Awareness of OH & H&S user needs – support, help, advice and implementation
• Invoke escalation processes where needed for effective incident management across UK multi metier locations
• Perform reporting/ad hoc tasks and be able to provide effective analysis and summaries of data
• Work closely with IT Desktop Controls to provide stock inventory reports and inventory management
• Maintain accurate records of the ITSM asset inventory and lifecycle - including device deployments, user assignments, and hardware information
• Engaging and working on projects and requirements from transition/alignment/transformation across multi metiers
• Additionally, project work within UK Le Comptoir Campus scope
• Accountability and responsibility for the creation and upkeep of knowledge bases and key technical documentation
• Adhere to the H&S guidelines, promote and action in accordance with metier and local policies
• Promote and work within the CIB/Group BNPP IT Security guidelines
• Liaise with representatives and peers, to ensure the best level of support is provided to the Business

• Experience within a Banking environment preferred
• Experience in delivering support directly to end user desks F2F
• Good working knowledge of Windows and macOS operating systems
• Experience troubleshooting hardware, software, and peripheral issues
• Familiarity with Active Directory, user account management, and basic networking
• Experience supporting common business applications (Microsoft 365, email, VPN, printers)
• Experience providing hands-on desktop / end-user IT support
• Ability to escalate complex issues appropriately while resolving standard tickets independently
• Ability to work a shift rotation based on the location and support needs of the zone
• Flexibility to work within other UK zone locations, as and when required

Overtime offered when required