IT Service Desk Support Analyst

As a Service Desk Support Analyst (L1+), you will resolve moderately complex incidents, restore services within SLA, and enrich our knowledge base to prevent future issues, ensuring continuity and improving support efficiency for BNP Paribas employees.

️ WHAT YOU'LL DO

• Manage incidents escalated from first-line support and achieve timely resolution.
• Translate proven solutions into clear Knowledge Base Articles.
• Create and update documentation to support the wider service desk team.
• Provide status updates to users and ensure accurate case logging for analysis.
• Collaborate with first-line teams to boost First Contact Resolution rates., * Comprehensive training programs and clear career paths with internal mobility worldwide.
• Active Diversity & Inclusion Committee and employee communities (PRIDE, We Generations, MixCity).
• Corporate volunteering program "1 Million Hours 2 Help".
• Flexible compensation plan.
• Hybrid work model (50% remote).
• 32 vacation days.

• Bachelor's degree in IT or Computer Science.
• Proven experience in a service support role (L1/L2).
• Fluent English (C1) and Portuguese (C1), written and spoken.
• Hands-on experience with ServiceNow.
• Strong problem-solving, fast decision-making and interpersonal communication skills.
• Ability to switch quickly between topics while maintaining focus.
• (Desirable) ITIL Foundation certification.

We are the Telecom & Workspace domain of CIB ITO, delivering end-user IT services across EMEA. Our 400-plus experts ensure a secure, stable, and efficient production environment, covering infrastructure, telecom, workspace, security, and application domains., We are BNP Paribas, a European banking leader with a global footprint in 64 countries and over 178 000 professionals. Our Corporate & Institutional Banking and International Financial Services divisions empower corporations, institutions, and individuals with financing, investment, savings, and insurance solutions. In Spain, our IT Production platform supports these businesses, ensuring secure, reliable services for our clients worldwide.