Job Description
About BNP Paribas Group:
BNP Paribas is a top-ranking bank in Europe with an international profile. It operates in 71 countries and has almost 199 000 employees. The Group ranks highly in its three core areas of activity: Domestic Markets and International Financial Services (whose retail banking networks and financial services are grouped together under Retail Banking & Services) and Corporate & Institutional Banking, centred on corporate and institutional clients. The Group helps all of its clients (retail, associations, businesses, SMEs, large corporate and institutional) to implement their projects by providing them with services in financing, investment, savings and protection. In its Corporate & Institutional Banking and International Financial Services activities, BNP Paribas enjoys leading positions in Europe, a strong presence in the Americas and has a solid and fast-growing network in the Asia/Pacific region.
About BNP Paribas India Solutions:
Established in 2005, BNP Paribas India Solutions is a wholly owned subsidiary of BNP Paribas SA, a leading bank in Europe with an international reach. With delivery centers located in 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 6000 employees, to provide support and develop best-in-class solutions.
About Businessline/Function:
CIB IT Production is Application & Production Support (APS) department, which is created within the IT Organization in BNPP ISPL.
CIB IT Production's mandate is to manage daily APS requests with a proximity support for specific processes needing high expertise.
ITIP is one of core department function in CIB IT Production where it specializes in IT Infrastructure support for all end users in BNPP.
Job Title:
Service Desk Team Lead
Date:
18th Oct 2023
Department:
CIB IT Production
Location:
Mumbai
Business Line / Function:
ITIP
Reports to:
(Direct)
Grade:
(if applicable)
(Functional)
NA
Number of Direct Reports:
NA
Directorship / Registration:
NA
Position Purpose
A Service Desk Team Lead plays a crucial role in managing the service desk operations within an organization. With a combination of technical expertise and leadership skills, they play a crucial role in ensuring efficient IT support services and excellent customer satisfaction. Service Desk Team Leads supervise and guide a team of service desk agents, providing them with training, support, and mentorship. They are responsible for resolving complex technical issues, managing support requests, and ensuring that all customer interactions are handled professionally and effectively. Service Desk Team Leads also focus on process improvement, performance monitoring, and collaboration with other IT teams to enhance overall service delivery. With their strong technical knowledge and managerial abilities, Service Desk Team Leads contribute significantly to the smooth functioning of IT services and the overall success of the organization.
Responsibilities
Direct Responsibilities
Supervision: Service Desk Team Leads supervise and coordinate the activities of the service desk team. They provide guidance, support, and mentorship to team members, ensuring that they deliver high-quality service to end-users.
Technical Support: They assist service desk agents in resolving complex technical issues and provide expertise in troubleshooting hardware, software, and network problems. This may involve remote assistance or on-site support.
Customer Support: Service Desk Team Leads interact with end-users to understand their technical issues and provide solutions in a professional and courteous manner. They ensure excellent customer service and satisfaction.
Ticket Management: They oversee the ticketing system, ensuring that all support requests are logged, prioritized, and resolved within defined service level agreements (SLAs). Team Leads may assign tickets to appropriate team members based on expertise and workload.
Training and Development: Service Desk Team Leads train new team members, conduct regular training sessions to enhance technical skills, and keep the team updated with the latest technologies and support techniques.
Performance Monitoring: They monitor the team's performance, track key performance indicators (KPIs), and generate reports. Team Leads identify areas for improvement and implement strategies to enhance the team's efficiency and effectiveness.
Process Improvement: Service Desk Team Leads work on improving support processes, ensuring that they are streamlined, efficient, and aligned with industry best practices. They may suggest automation or implement new tools to enhance productivity.
Escalation Management: Team Leads handle escalated issues that service desk agents cannot resolve independently. They coordinate with other IT teams or higher-level support to ensure prompt and satisfactory resolution of complex problems.
Documentation: They oversee the creation and maintenance of knowledge base articles, FAQs, and other documentation that can aid both service desk agents and end-users in problem resolution.
Vendor Management: Service Desk Team Leads liaise with external vendors and third-party service providers to resolve issues related to hardware, software, or services procured by the organization.
Compliance: They ensure that the service desk operations comply with relevant regulations, policies, and security standards. This includes data protection regulations and IT security policies.
Collaboration: Team Leads collaborate with other IT teams and departments to address cross-functional issues and improve overall IT service delivery.
Process Evaluation: Assessing ITSM processes and workflows to identify areas for improvement and ensuring that processes align with industry best practices and organizational goals.
Quality Standards: Ensuring that ITSM processes comply with quality standards, such as ITIL (Information Technology Infrastructure Library) or other relevant frameworks.
Documentation: Creating and maintaining documentation related to ITSM processes, including process guides, standard operating procedures (SOPs), and process flowcharts.
Compliance: Monitoring ITSM processes to ensure compliance with regulatory requirements, internal policies, and external standards.
Quality Assurance: Conducting regular quality assurance reviews of ITSM processes to identify deviations, inefficiencies, or non-compliance issues.
Root Cause Analysis: Investigating incidents, problems, and service interruptions to identify root causes and prevent recurring issues, thereby improving overall service quality.
Performance Metrics: Defining, measuring, and analyzing key performance indicators (KPIs) to evaluate the effectiveness and efficiency of ITSM processes.
Continuous Improvement: Collaborating with ITSM teams to identify improvement opportunities and implementing changes to enhance the quality and efficiency of services and processes.
Training and Awareness: Providing training and awareness programs to ITSM staff to ensure they understand and adhere to quality standards and best practices.
User Feedback: Gathering feedback from users and stakeholders to assess their satisfaction levels with IT services and using this feedback to drive improvements.
Incident Management: Participating in incident management processes, especially in identifying trends and patterns in incidents to improve the overall service stability.
Technical & Behavioral Competencies
Technical Proficiency: Knowledge of IT systems, software, hardware, and networks to understand and assist with a wide range of technical issues.
Ticketing Systems: Proficiency in using IT service management tools for tracking and managing incidents and requests.
Knowledge Base Management: Ability to create, update, and maintain a comprehensive knowledge base for common issues and solutions.
ITIL Framework: Familiarity with ITIL (Information Technology Infrastructure Library) principles and best practices for service delivery and support.
Behavioral Competencies:
Communication: Excellent communication skills to interact with users and stakeholders effectively, both in writing and verbally.
Customer Focus: Strong dedication to providing exceptional customer service and resolving user issues promptly.
Problem-Solving Attitude: Willingness to approach challenges with creativity and persistence, finding innovative solutions.
Adaptability: Flexibility to adapt to changing technologies and user needs in a dynamic IT environment.
Time Management: Efficiently manage time and prioritize tasks to meet service level agreements and deadlines.
Conflict Resolution: Skill in handling conflicts and challenging situations, maintaining professionalism and diplomacy.
Team Collaboration: Ability to work collaboratively with other IT teams, departments, and external vendors.
Continuous Improvement: Commitment to seeking out opportunities to enhance processes, services, and customer experiences.
Attention to Detail: Thoroughness in documenting incidents, resolutions, and following best practices.
Stress Management: Capacity to handle high-pressure situations and remain composed during critical incidents.
Specific Qualifications (if Required)
Any Graduate
Skills Referential
Behavioural Skills:
Ability to collaborate / Teamwork
Decision Making
Creativity & Innovation / Problem solving
Adaptability
Transversal Skills: (Please select up to 5 skills)
Ability to understand, explain and support change
Analytical Ability
Ability to inspire others & generate people's commitment
Ability To Develop Others & Improve Their Skills
Ability to manage / facilitate a meeting, seminar, committee, training
Education Level:
Bachelor Degree or equivalent
Experience Level
At least 7 years
Other/Specific Qualifications (if Required)
Primary Location
IN-TN-Chennai
Job Type
Standard / Permanent
Job
INFORMATION TECHNOLOGY
Education Level
Bachelor Degree or equivalent ( = 3 years)
Experience Level
At least 7 years
Schedule
Full-time
